IT On-Site Service Delivery Team Leader

• 2 years’ experience in a similar/supervisor/team leader role in the IT industry.
• Matric + IT Qualification (A+ and N+).
• Driver’s licence and own reliable transport.
• Candidates should reside in Port Elizabeth, Uitenhage, or Despatch.

• Responsible for keeping up to date on the knowledge base for all company products.
• Responsible for overseeing new installs, add-ons/upgrades, and support calls for all company products.
• Responsible for ensuring installation toolboxes are maintained at par levels and that the sign-out procedure of the toolboxes is maintained.
• Responsible for implementing new installation procedures communicated by Senior Management, applying the standard, and monitoring installations regularly to ensure standards are maintained.
• Responsible for overseeing that installation/support checklists are submitted as per procedure.
• Oversee technical training of all installation and support technicians to the set standard, ensuring all training is documented and first vetted by the internal training department and Senior Management.
• Ensure that the regions which fall under the EC office are trained to the set standard and are monitored periodically by visiting the regions.
• Conduct regular site visits to new installations, as well as regular visits to customers who have recently had support calls completed onsite.
• Responsible for onsite meetings (new sites, high priority, critical issues). Meeting minutes must be taken and communicated to the relevant parties.
• Responsible for monitoring daily schedules of installation and support technicians, ensuring all appointments are handled in a timely manner.
• Liaise with the technical coordinators during office hours to ensure calls are dispatched effectively and monitor coordination of onsite calls after hours.
• Responsible for management of onsite calls for installation and support technicians (e.g. tech whereabouts, progress, ETA, etc.).
• Liaise with the setup department to ensure all setup deadlines and stock testing deadlines are met.
• Monitor dashboards – onsite calls, setup department, SLA dashboard, and installations.
• Responsible for maintenance of the OneDrive repository for images and software for all company products.
• Conduct spot checks on tools/assets for installation and support technicians, including checking images once a month.
• Responsible for hosting general stand-up meetings with installation and support technicians each week, compiling minutes for the meeting, and sending them to Senior Management.
• Responsible for ensuring standby handover checks are completed each week.
• Responsible for compiling the standby roster each month (to be submitted to Senior Management for approval).
• Maintain a consistent high standard of service delivery for all company customers in the Eastern Cape.
• Deliver and maintain a high standard of communication with staff and clients.
• Always be aware of all service delivery aspects of clients.
• Responsible for executing day-to-day tasks given by Senior Management.
• Report to Senior Management on any aspects of the above duty list.

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