IT Service Desk Team Leader Job at Ntice Sourcing Solutions

IT Service Desk Team Leader Job at Ntice Sourcing Solutions… See details on how to apply for the opportunities available at Ntice Sourcing Solutions.

RESPONSIBILITIES:

• Ensure incoming tickets via phone, email and alerts are progressed and resolve within agreed SLAs
• Actively manage the distribution of workload between engineers to ensure that nobody is over or underutilized
• The Team Leader will be required to answer phone calls and own tickets submitted by clients, our monitoring system or escalated by junior engineers
• Ensure that our engineers’ working practices comply with our Information Security and Cyber Security policies
• Act as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible
• Management of major incidents as per our policies and procedures, this may occasionally require working outside of your standard hours
• Embedding a culture of quality, up-to-date technical documentation within the team
• Ownership of escalation and aged ticket process
• Quality reviews to be completed and assessed against our ticket, technical and customer service criteria
• Ownership of assigned service improvement items which will include development of systems and processes
• Mentoring all members of the team, including customer service, behavioural, performance and technical skills
• Empowering all members of the team to prioritize self-development via training, exams, and exposure to new technologies within the workplace
• Performance management of all direct reports against key performance indicators
• Perform fortnightly 1:1s and quarterly appraisals with all members of the team
• Interviewing and onboarding of new hires
• Resolve incidents on-site and remotely
• Understanding of VoiP and SIP
• Roll out Hardware and Software
• Participate in Customer IT projects
• Adhere to internal Administration & Operational processes
• Provide accurate and comprehensive Ticket Notes
• Ensure Documentation is produced and updated as required
• Participate as part of a team and individually
• Available to work after-hours if required

Qualifications:

• Matriculation (Compulsory)
• Possesses ITIL v3 or v4 certification and/or experience working within this framework
• MCSA / MCSE or equivalent diploma (Compulsory) MCP (Advantage)
• A+ and N+ (Advantage)
• Valid Driver’s License and Own Reliable Transport (Compulsory)
• Microsoft Certification Required

Knowledge and Experience required:

• Have advanced working knowledge to support the below Microsoft’s technology products:
  Azure (Infrastructure and Identity)
• Office 365 (Exchange Online, SharePoint Online, Teams, Endpoint Manager, Defender for Business)
• Windows Server (DNS, Active Directory, Hyper-V) 2016, 2019, 2022
• Windows 10 and 11
• Strong network technologies experience – routing, switching, wireless networking DNS and firewalls
• Be able to produce and maintain detailed technical documentation
• Have stakeholder management skills, with the ability to communicate technical solutions to different audiences
• Demonstrate excellent communication skills, both written and verbal
• Broad knowledge of cyber security concepts and products
• ITIL Process and implementation improvements
• 3-years’ experience as a Level 2 Engineer
• 1-year experience leading a team
• Experience in the IT industry. (Desktop & Server Support, PBX Support)
• Understanding of SIP and VOIP
• Experience with hardware/software PBX’s (3CX Beneficial)
• CRM/PSA/ticketing system (Connectwise)
• Hold or desire to obtain expert-level Microsoft 365 or Microsoft Azure certification

METHOD OF APPLICATION

Submit your CV and Application on Company Website: Click Here