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  • Posted: Aug 13, 2019
    Deadline: Not specified
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  • XC360 has been providing IT services for business and tech support for more than 20 years. During this time, we’ve been at the forefront of the technology sector, gaining first-hand knowledge of the rapid changes happening in the world of business tech.
    Read more about this company

    Technical Team Lead

    Job purpose:

    • To lead and manage the performance of the company's services in a professional and client-focused manner, ensuring that service levels are achieved in line with contracts and that client expectations are met or exceeded.
    • To take responsibility for the resolution of all client service requests. 
    • To manage critical client incidents, including appropriate communication and escalation.
    • To take responsibility for the client support team’s application of company policies and procedures.
    • To develop the capability of the support team.
    • To monitor, measure and report on team and individual performance.
    • To develop account management service relationships and conduct service reviews with clients to measure and improve client service and loyalty.
    • To contribute towards improvement of the company’s effectiveness, efficiency and overall performance.

    Salary

    Kshs 85,000 -150,000 based on experience and skills

    Responsibilities:

    Team management:

    • Inspiring team members to perform and give their best
    • Demonstrating, supporting and encouraging a culture of making the client first priority and client service quality
    • Holding regular team meetings and updates and encouraging a culture of two-way feedback
    • Managing and analyzing individual and team performance
    • Monitoring and implementing performance monitoring KPIs
    • Developing and implementing team and individual motivation strategies
    • Conducting team member appraisals
    • Identifying team member training and development needs
    • Defining and implementing employee training structure
    • Managing disciplinary activities
    • Monitoring communication to ensure that team members communicate with clients, and colleagues, in a professional and effective manner at all times
    • Coaching client service techniques, including call handling
    • Reviewing and coaching on ticket content and accuracy
    • Developing team competence through group and one-to-one coaching and weekly training
    • Managing our client and procedure knowledge base
    • Recruiting and inducting new team members
    • Managing the team availability and absences

    Operations management:

    • Managing and supervising BAU activities of the team to ensure that client service level agreements are met and service quality standards are maintained.
    • Monitoring work quality, call quality and project quality including the use of client follow-up calls
    • Managing escalations to resolution
    • Providing support for technical issues
    • Managing Out of Hours emergency work
    • Managing Out of Hours project work
    • Managing client ticket escalations to ensure appropriate and timely responses, involving T1,T2,T3, field and directors where necessary
    • Project managing complex/large/sensitive work
    • Prioritising client work and team member workloads without compromising service levels
    • Scheduling, allocating and balancing workload across team members
    • Monitoring completion of jobs and providing assistance when required
    • Supporting production of client infrastructure change management plans / schedules
    • Resourcing the team to support peaks and troughs in workload effectively
    • Ensuring clear ownership and resolution of client jobs
    • Managing coordination of office and field-based engineers
    • Ensuring understanding within the team of contracted services by client and how to handle out-of-scope requests
    • Promoting proactive client service delivery
    • Ensuring proactive monitoring of client sites to identify and prevent potential issues before they occur
    • Ensuring proper application of operational procedures
    • Ensuring proper use of operational systems
    • Collating and reporting SLA and KPI performance information
    • Improving the quality of internal and client facing communication

    Process improvement:

    • Developing, promoting and maintaining best practice procedures and other documentation as required to ensure efficient and consistent service
    • Troubleshooting areas of poor performance and offering solutions to resolve issues both in the immediate future and for the longer term
    • Conducting root cause analysis of new major/critical incidents, identifying solutions or workarounds, to mitigate future incidents
    • Recommending and implementing operational process improvements

    Company operations:

    • Participating in operational reviews and management meetings
    • Presenting weekly/monthly information reports to management in respect of service SLAs and KPIs, project and ticket statuses and improvements
    • Identifying to management any matters relating to the health and safety of both staff and clients
    • Supporting management in the development and implementation of technology and systems to maximise performance
    • Communicating and facilitating change management activities
    • Coordinating with sales on equipment purchases

    Account management:

    • Contributing to the building of positive and productive client relationships
    • Planning effective account management activities
    • Ensuring that client reviews are conducted in line with contracts
    • Conducting client reviews and maintaining communication with clients
    • Defining and implementing client reporting
    • Managing the resolution of client complaints

    Deputising for others whilst they are absent and undertaking any other reasonable tasks requested.

    Experience and Knowledge with:

    • Microsoft Windows 7 upwards
    • Active Directory – User Administration, Groups
    • Microsoft Windows Server 2008R2 upwards
    • Microsoft Remote Desktop Services
    • Microsoft Office 2010 upwards
    • Microsoft Office365
    • Microsoft Exchange 2010 upwards
    • Microsoft SQL
    • Microsoft DFS
    • Citrix
    • Cisco, HP Switches and Routers
    • Trend Micro, Sophos, Windows Defender, Kaspersky
    • VMWare, HyperV, ESX
    • Kaseya
    • PRTG
    • Internet Connectivity
    • Print Configurations
    • Exclaimer
    • Nextcloud
    • Veeam
    • Datto
    • Sonicwall
    • Webtitan, Spamtitan, Barracuda
    • Ubiquiti
    • Kaseya
    • ITGLUE
    • Teamviewer
    • NetTools
    • Linux, Webmin
    • PRTG
    • DMARC, SPF
    • Powershell
    • Third Party Applications such as SAP, SAGE, CFP, QUBE, PROCLAIM, REAPIT

    Method of Application

    Interested and qualified? Go to XC360 on www.linkedin.com to apply
  • Send your application

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