Technical Support Team Leader

SUMMARY:
To lead a team of second line technical support agents, ensuring swift and effective resolution of customer technical queries. The Team Leader will be responsible for driving customer satisfaction and retention by implementing innovative support strategies, managing team productivity, and maintaining high technical and service standards.

POSITION INFO:
Responsibilities:
Operational Planning:
- Develop and implement strategies to achieve a mean time to resolve of less than 1 day.
- Identify and integrate new, efficient methods for technical support delivery.
- Plan and coordinate team activities to meet operational goals.
- Analyse performance data to continually refine support processes.
- Proactively identify and remove operational blockers
Operational Implementation:
- Oversee the day-to-day operations of the second line technical support team.
- Ensure effective handling and resolution of escalated technical issues.
- Maintain a high level of technical proficiency within the team.
- Monitor team performance against KPIs and adjust tactics as necessary.
- Manage access to internal and external portals and systems, ensuring the team has the necessary tools
Budget Management:
- Manage resources and budget to optimise cost-effectiveness.
- Implement cost-saving initiatives without compromising on service quality.
- Regularly review operational expenses and seek opportunities for efficiency.
Customer Satisfaction:
- Ensure high levels of customer satisfaction and service quality.
- Develop and implement feedback mechanisms to gather customer insights.
- Foster a customer-centric approach within the team.
- Measure and analyse customer satisfaction metrics for continuous improvement.
Supervisory / Leadership / Managerial:
- Lead and motivate a team of technical support agents.
- Conduct performance evaluations and manage team development.
- Address and resolve team conflicts, maintaining a positive work environment.
- Implement disciplinary measures when necessary.
- Ensure the team meets both individual and collective objectives.
- Facilitate regular training and development programs to ensure team effectiveness in their roles. Requirements:
Education:
- Minimum of 3-year tertiary diploma in relevant field
- A+, N+, ITIL and CCNA (an advantage)
Experience:
- Minimum 3 years’ experience in customer operations
- 2 Years experience in Similar role in an ISP Advantageous
- 1 Year in a real-time monitoring or workforce management role (advantageous) &/or - Leadership experience Should you not receive a response within 10 working days please consider your application as unsuccessful