IT Team Lead

Requirements:

5 years plus experience of working in a Service desk supervisory role
Relevant IT certification/Diploma/Degree
ITIL Foundation certified
ITIL Service and operations management certified Advantage

Job Function & Responsibilities:
Lead in the development of good customer service practices.
Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
Supervise the day-to-day activities of the RUN team and operational environment.
Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.
Be responsible for the operational management of call assignments within the Service Desk team and to other parts of ICT Shared Service as appropriate.
Undertake daily and weekly review of the First Line Service Desk call queues.
Discover, diagnose and triage users problems effectively and efficiently.
Ensure that problems and solutions are properly recorded and documented.
Provide self-help, user guides and training to reduce support request.
Ensure balance workload and prioritisation for the IT Service desk Team.
Travel to company sites may occasionally be necessary for various IT projects, implementation or training.
Ensure an ITIL MIS support process (single point of contact for Service desk, ITSM ticketing, troubleshooting, logs analyse, reporting, for users in the scope of work)
Must be the custodian of the group norms and policies respect: Use only Business Applications/MIS services compliant with IT catalogue
Techno watch, anticipate new technologies
Undertake any other duties of a similar level and responsibility as may be required from time to time.
Personal Attributes
Agile / Open-minded
Serious
Team Player
Interpersonal Skills
Integrity / Loyalty
Flexible
Innovative
Decision-making
Strong trouble shooting skills
Problem-solving aptitude
Deliverables:
IT Service Desk:
KPIs / Dashboard. Frequency = WEEKLY, MONTHLY
Weekly meeting with his/her reporting line. Frequency = WEEKLY
Daily meeting with his team. Frequency = DAILY