Team Leader

Role Purpose

Roles at this level will plan and organise their own work, have substantial personal responsibility and autonomy, work under general direction and have a framework of accountability.

Supervise and manage a team of IT desktop/ data centre support technical specialists/ engineer and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely problem resolution for clients.

Job Description

• Produces and analyses management reports to allocate work and report on trends
• People management responsibilities for a small team
• Resolves customer escalation in a timely manner to avoid disruption and  minimise business impact
• Plans and distributes workload appropriately to ensure that business needs and deadlines are met.
• Provides clear, concise and relevant communication to ensure clarity of objectives and outputs required
• Controls relevant costs lines in order to meet budgetary  requirements
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
• Ensure department meets SLA performance targets
• Maintain & improve customer satisfaction levels
• Understand and adhere to policies and procedures
• Demonstrates Computacenter winning together values for the position level
• Responsible maintaining budget/cost lines
• Responsible for management of resourcing requirements

ACCOUNTABILITIES:

• Supervise and manage an IT desktop/ data centre support team/ engineer to achieve operational outcomes.
• Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritising and allocating workflow.
• Provide timely and effective advice, information and expert technical interpretation on complex IT support matters, in a manner easily interpreted by stakeholders.
• Place the customer at the centre of all decision making, and effectively assist and respond to customers who may have limited knowledge and/or skills in the area of IT desktop support.
• Be the key IT Support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality.
• Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving and referring IT support activities.
• Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational and business risks are minimised.
• Monitor, review and analyse incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution.
• Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
• Supervise and provide IT support for a range of devices, hardware, software, network, systems and other computing related technologies.
• Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems.
• Troubleshoot and provide fast support via remote desktop connections.           
• Collaborate with colleagues and IT Services (Operations Division), to achieve issue resolution, escalation and compliance as appropriate.

Skills, Experience & Behaviour

• Experience on End user computing/ data centre support
• Experience on ServiceNow/Any service management tool
• People management experience
• Basic knowledge of Microsoft applications
• Ability to prioritise own workload
• Provide good customer service & handling escalations effectively and decision making.
• Good in reporting
• Good administrative experience, attention to detail and accuracy
• Good interpersonal, literacy and numeracy skills and ability to build relationships