IT Service Desk team lead

Essential Job Functions

·                 Demonstrate leadership and sound business acumen, showing consistency among principles, values and behaviour, thus building the trust and confidence of customers and business partners and following through on commitments

·                 Compliance to all policies, procedures and ethical standards

·                 Influencing Others.

·                 Builds effective relationships with colleagues, clients, customers and business partners.

·                 Excellent analytical skills

·                 Developing Others – Builds the skills and competencies of others and guides appropriate behaviours. Creates opportunities for the development and growth of others.

·                 Influencing Others – Successfully builds support for ideas without the use of hierarchical power. Builds effective relationships with colleagues, clients and customers.

·                 Experience with Service Delivery

·                 Ensure weekly, daily reports are sent to customer

·                 Provide reports as required by SDM or for own use to manage the performance of the team.

·                 SPOC escalations and issues (routing, process and tools related)

·                 Manage the resources and shift roster

Basic Qualifications:

• Bachelor's degree in a relevant field or equivalent combination of education and experience

• Typically, 5+ years of relevant work experience in industry, with a minimum of 2 years in a similar role

• Proven experience in infrastructure technology analysis

• Proficiencies in data analysis and problem-solving

• A continuous learner that stays abreast with industry knowledge and technology

Other Qualifications:

• An advanced degree in a relevant field is a plus

• Relevant certifications, such as CompTIA Security+ is a plus