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Team Leader
Team LeaderStowe Holdings (Pty) Ltd. • Cape Town, Western Cape, South Africa
Team Leader

Team Leader

Stowe Holdings (Pty) Ltd. • Cape Town, Western Cape, South Africa
2 days ago
Job description

We’re looking for a dynamic and experienced Team Leader to manage our Field Services team. In this role, you will lead a group of Systems Technicians and Engineers, ensuring high‑quality technical support is delivered to our customers and play a critical part in managing workload allocation, resolving escalations, and maintaining service excellence.

Job Purpose

  • The Team Leader role is responsible for overseeing a team of Systems Technicians, Systems Engineers (senior and coordinator). They manage escalated incidents from internal departments such as Service Desks, Projects, QA, and Problem Management, resolving issues using sound technical knowledge.
  • Act as a mediator between FS staff and Asset Management, handling stock‑related escalations.
  • Drive SLA (Service Level Agreement) conformance in the team and collate monthly SLA data for the region.
  • Ensure projects are completed within budgetary constraints and scope of work, leading corrective guidance efforts with staff, realigning incumbents to company policies and procedures.
  • Lead training and mentorship efforts and complete all assigned duties while adhering to HSSE (Health, Safety, Security, Environment) policies.

KEY RESPONSIBILITIES

Staff Development and Management (20%)

  • Oversee the daily duties of the Systems Technician, Engineer, and Senior Engineers.
  • Participate in the assessment of staff during probation periods.
  • Contribute to KPI reviews for staff during probation periods.
  • Collaborate with the Costal Supervisor to manage staff leave in alignment with resource planning.
  • Schedule and conduct structured feedback sessions to address performance issues.
  • Utilize existing material for targeted training initiatives to address skill gaps among staff.
  • Actively promote and encourage participation in training sessions.
  • Maintain an updated record of staff skills and qualifications, comparing staff against an internal skills matrix to identify training needs.
  • Ensure staff meet required technical proficiency standards.
  • Regularly evaluate and report on staff performance metrics.
  • Reward outstanding performance with immediate recognition and spot bonuses or TOAs.
  • Allocate resources efficiently and report on their utilization.
  • Align Satellite Technician deployment with overarching company goals.
  • Compile daily overtime reports and manage the daily standby roster.
  • Routinely schedule and lead staff meetings.

    • Health, Safety, Security, and Environment (20%)

  • Regularly audit operations to ensure compliance with HSSE standards.
  • Perform routine site visits or observations to identify and mitigate potential hazards, ensuring HSSE standards are adhered to by all staff.
  • Foster a culture that prioritises reporting and addressing 'near misses' and incidents.
  • Ensure strict adherence to tool and PPE standards.
  • Maintain comprehensive and compliant safety file.

    • Administration and Reporting (10%)

  • Validate petty cash and credit card purchases to verify alignment with finance policy and required approvals.
  • Track and validate overtime incurrence to ensure it is justified and necessary.
  • Ensure accuracy and compliance in travel reporting through the validation of travel logs.
  • Monitor and report on driver performance and behaviour using fleet data.
  • Uphold high standards in both written and verbal communications.
  • Ensure administrative tasks relating to checklist, photo forms, etc., are completed.

    • Quality Standards

  • Regularly audit boot stock levels and address related queries, mediating the relationship between Asset Management and staff.
  • Enforce strict adherence to stock management protocols and oversee the organisation and management of staging or stock collection and defective item warehousing.
  • Act as a point of escalation for stock collection issues and the return of faulty stock.
  • Require that staff complete routine vehicle, PPE, and tool checks.
  • Drive adherence to Problem Management escalation process.
  • Conduct routine audits of vehicles, tools, and PPE for compliance.
  • Ensure uniform standards among reporting staff and provide updates on the availability and condition of tools and PPE.

    • Operational and Technical Services Management (15%)

  • Generate daily reports summarising operational activities including call volumes, overtime, call status, etc.
  • Ensure smooth transitions between shifts by adhering to handover protocols.
  • Maintain reasonable knowledge of supported products and services and uphold company‑wide blueprint standards.
  • Ensure consistency in hardware setup, configuration, and imaging.
  • Forecast resource needs based on anticipated workloads.
  • Facilitate resolutions to cross‑departmental issues and manage escalation of incidents as necessary.
  • Drive adherence towards ETA standards as agreed upon with the FS Coordinator.
  • Conduct regular audits to ascertain the quality of work of the staff.
  • Ensure internal quality standards are met and address persisting quality issues.
  • Oversee preventative maintenance efforts and pay attention to site‑determined cycles.

    • Maintenance Oversight (15%)

  • Monitor and ensure adherence and conformance to Service Level Agreements (SLAs).
  • Investigate and address missed SLAs, completing root‑cause analysis and providing mitigation.
  • Identify and mitigate risks that may impact SLA fulfillment.
  • Effectively manage escalations to resolve issues efficiently.
  • Document and report incidents to facilitate analysis and prevention.
  • Review and validate service calls to improve service quality.
  • Adhere to OSR (On‑Site Service Request) Incident Management Process.

    • Projects Oversight (15%)

  • Provide daily upward feedback to the Projects Department, ensuring adherence to internal reporting standards and timelines.
  • Ensure projects are completed within allocated timeframes.
  • Manage project‑related escalations effectively and follow through on corrective action, ensuring escalation is resolved.
  • Report any project incidents to prevent recurrence, providing documented root‑cause analysis and corrective measures.
  • Conduct Lessons Learnt and Service Improvement Analysis to identify service improvement opportunities.

    • Policies and Procedures (5%)

  • Understand and drive adherence to FS policies.
  • Enforce compliance with HSSE policies and procedures.
  • Keep abreast of changes to FS SOP and drive compliance.
  • Display sound understanding of adhoc, upliftment rules, SLA matrices, blueprint standards, and customer rulebooks.
  • Lead efforts to ensure compliance with internal procedures and contractual obligations.
  • Drive compliance to internal policies and procedures, including leave and travel policies.

    • Pendencies / Skills Required

  • Attention to detail
  • Mentoring and coaching
  • Report writing
  • Remote diagnostics and support
  • Prioritising, initiative, and self‑motivation
  • Interpersonal relationships, professionalism
  • Good written and verbal communication skills
  • Good time‑management
  • Technical skills

    • Minimum Requirements

  • 5+ years of experience, including at least 2-3 years in a supervisory capacity.
  • CompTIA A+ and N+, or relevant IT Diploma / Degree.
  • Networking experience is preferred.
  • Must have experience with installations & maintenance of POS systems.
  • Valid SA ID, driver’s licence, and passport.

    • Job Type : Full‑time

    Work Location : In person

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    Team Leader • Cape Town, Western Cape, South Africa