KEY RESPONSIBILITES:
- Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members (including creating and managing schedules)
- Perform training/mentoring to ensure all staff are proficient in assigned duties.
- Motivating, coaching and developing the team to deliver a first-class service
- Liaise with customers regarding requirements, delivery, and will have input into on-going/forecasted projects
- Ensure all Managed Service provisions are delivered on time and in accordance with Client expectations and that logistics, delivery & support is planned and scheduled accordingly with both Provalus and Client stakeholders
- Set clear policy, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability
- Conduct monthly one on one’s with individual team members as well as formal 6-monthly appraisals with Individual Development Plan focus
- Provide effective verbal and written communication to Clients leveraging approved documentation.
- Lead Service Delivery weekly, monthly, and quarterly business reviews and ensure to plan for Client’s needs.
- Monitor and record attendance and manage issues in compliance with Provalus standards
- Contribute to the on-going development of the Managed Support function by sharing knowledge, experience and expertise with other team leaders
- Recognize opportunities for improvements of procedures by pro-actively offering ideas and solutions
- Encouraging team input into procedures and practices – assisting them in developing their ideas
- Provides an escalation level for problem support, management, resolution and communication
- Work with Provalus and Client departments to ensure all aspects of “business as usual” operations are maintained to meet customers’ requirements
- Acquire and maintain data as it relates to the agreed upon service level agreements (SLAs) and/or Key Performance Indicators (KPIs) and report results to Provalus delivery leadership and Client.
- Ensure activity on projects is regularly monitored to ensure milestones are met.
- Assist the team, where required, by actively working on customer issues, handling calls etc…
- Continue career progression to meet requirements of Team `/ Delivery Manager.
- Perform other duties as assigned.
- Proven experience in a combined customer service handling / technical support role
- Experience within an ISP environment an advantage
- Background in creating / updating Knowledge Base
- Experience in OKTA, Active Directory and Azure AD desired
- Relative academic background or work experience, with a degree or equivalent qualification in Information Technology, Business Studies, Computing or relevant subject is preferred
- Experience of motivating and leading others as well as deputizing in the team leader’s absence
- Previous team leading experience in a similar role is preferred
- Experience of providing structured feedback and coaching others
- High standard of communication both written and verbal
- Capable of managing own workload with minimal supervision to tight deadlines
- Able to prioritize and distribute team workload effectively
- High performer who is recognized as a role model in their current role
- Able to deal with challenging customer and staffing issues in a professional and supportive manner
- Willingness to offer ideas and solutions to develop process and procedure updates
- Able to work as part of on-call rotation