End User Computing Team Lead

FORMAL EDUCATION :

Grade 12

IT Qualification / Diploma / Degree

EXPERIENCE :

• 5 - 7 years IT related experience
• Understanding of Service Level Agreements
• Customer Service Management

  TECHNICAL / LEGAL CERTIFICATION :

• CompTIA A+Â
• CompTIA N+
• CompTia S+
• Relevant OEM certifications (HP, Dell, Lenovo)
• ITIL v3 / 4 Foundation Certification (advantageous)

RESPONSIBILITIES :

• Management of Field Service Staff
• Financial management in line with budgetary requirements
• Ensure team adherence to processes and policies
• Management of all assigned assets (team) Â
• Logistical management - Field service component
• Manage Leave Quota (team)
• Achieve productivity targets as set out in KPIs
• Facilitate team meetings at branch level
• Continuous learning through OEM certification and relevant training offeringsÂ

FINANCIAL PERSPECTIVE :

• Maintain acceptable billability ratio   Â
• Responsible for application and maintenance of assigned equipment
• Manage operational expenses
• Keep accurate record of related items (cell phone, over time, etc.)Â
• Manage and control boot-stock
• Maintain an area set aside for stock
• Receive and perform initial inspections
• Responsible for safety of stock in area
• Ensure the warranty repair claims are processed  Â

CUSTOMER PERSPECTIVE :

Quality service delivery

• Ensure adherence to contractual deliverables
• Oversee the delivery and quality of operational services as per contract
• Oversee the build, testing and deployment of quality services and service components. Guide technical team to meet requirements through resource / task guidance and domain knowledge transfer
• Assess and mitigate risk, identify critical service and system dependencies and define / implement appropriate countermeasures. Proactively escalate unresolved issues to stakeholders

INTERNAL PERSPECTIVE :

Technical solution planning, testing and deployment

• Interpret requirements and transforming into technical solutions and documentation
• Perform roll-out planning including method of deployment. Oversee technical solution build and configuration
• Ensure overall unit testing occurs. Define and report on outstanding known errors and workarounds. Contribute towards technical solution communication and training. Oversee technical solution distribution and installation
• Provide technical and application guidance and support throughout the deployment process, including known errors and workarounds

Early life support :

• Coordinate initial support in response to incidents and events detected within a new or changed technical solution

Process conformance :

• Scan and audit environment to ensure conformance to processes and standards
• Second line support environment improvement and maintenance
• Monitor environment and recommend / action improvements. Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
• Oversee and provide input into Gijima's Way of Work around technical environment
• Ensure that technical and operational documentation is up to date and properly utilised
SKILLS :
• Leadership
• Communication
• Conflict Resolution
• Time Management
• Delegation
• Empathy
• Continuous Learning
• Accountability