Support Services Team Lead - 12046

Support Services Team Lead
2-3 year Project based in Nairobi, Kenya
Salary:  R 30 000 - R 40 000 + Accomodation
Visa will be arranged by client
To start:  3rd September 2018

Job Description:
  • Maintain open communication with client representatives on all IT related issues and processes;
  • Ensure that site is efficiently run to support optimal business performance for the client;
  • Identify additional opportunities to grow business base within the customer;
  • Allocate incoming support requests from customer to the team, prioritizing action, monitoring team resource to meet SLAs;
  • Maintaining high service levels for customers through thorough quality control checks;
  • To communicate and be the focal point of dissemination of support requests and information from management to the team and vice versa;
  • Manage and ensure all software and hardware related management for the entire customer site;
  • To monitor resources in place to manage call-handling and e-mail responses. To brief service issues to the Customer Management and the Attitude Dynamics Customer Relationship Manager and assist where needs be in the resolution process;
  • To troubleshoot areas of poor performance and offer solutions to resolve issues both in the immediate future and for the longer term;
  • Manage supplier relationships and performance issues within the supply chain;
  • Provide SLA target reports (Weekly, Monthly & Quarterly) and detail numbers and types of request for Ops Director to assess. Oversee knowledge management and data capture processes.
  • Creates and implements short and long-term strategy in terms of technological growth for the client;
  • To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it. To identify and acknowledge team members individual strengths and nurture skills to the benefit of the team;
  • Works with leadership teams in the business areas to ensure all requirements are captured, and implemented accordingly
  • Keeps the leadership team apprised of any risks, issues and dependencies and works with them to mitigate and prioritize
  • Provides both verbal and written communications regarding project status, risks and issues and makes recommendations on project decisions to PMO and Senior Management
  • Work effectively with internal and external clients, third party vendors and Senior
  • Management in accomplishing project objectives;
Other Requirements:
  • Candidate must be willing to work in Nairobi Kenya
  • Candidate must have some past experience in leading a team (Project Management / Team Lead)
  • Energetic Person must be passionate about IT industry
  • Technical background in Networks & Servers will be advantageous
  • Preferably single
  • Willingness to learn
  • Ability to handle challenges
  • Must have good communication skills (Written /Verbal)