Client Services -Team Leader at Internet Solutions (IS)

REF: CS/TL – 02/ 2017

Reporting to the Client Services Manager this person will provide leadership, guidance and support to assigned support engineers within the Client Service Department. The CS Team leader is responsible for reviewing support engineers performance and ensuring that set standards, policies and procedures are followed to achieve business and sectional objectives.

MAIN DUTIES AND RESPONSIBILITIES:

1. Monitoring, evaluating and appraising individual and team performance and enforcing the stipulated departments’ KPI’s as per the agreed SLA and Standards to meet the service level and response time objectives.
2. Meeting quality objectives through Quality Monitoring as per defined schedule, quality criteria and process.
3. Managing and facilitating training & development of engineers through coaching, mentoring and by consistently reviewing performance.
4. Facilitate provision of Legendary Service by engineers to both internal and external clients.
5. Management of all escalated cases to ensure quality resolution within defined timeframes.
6. Co-ordinate with the line manager to ensure all the required working resources have been provided and are efficiently utilized through effective organization and planning of team activities.
7. Providing timely and accurate feedback and reports affecting the team and the business.
8. Providing guidance, support, advice and motivation to the team on issues regarding work, career progression.
9. Handling escalated cases internal/external within the defined scope and laid down standards processes & procedures and provide feedback for any changes required.
10. Coordination of assigned projects.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Degree in Networking or IT related field.
• Level 2 Certification for Networking or Systems (Cisco, Microsoft, Juniper etc)
• Proven expertise in: a. Networking or Networked environments. b. Mail Systems – Mdeamon, Exchange, Lotus notes.
• 2- 4 years experience as a Senior support engineer or Team leader.

PERSONAL ATTRIBUTES:

• Excellent communication skills.
• Proven expertise in people management.
• Self driven, result oriented and willingness to learn new things.
• Proven capability to cascade information.
• Team player.
• Confident and decisive.
• Strong Problem solving/analytical skills.