Purpose of job:

Team leader will be responsible for managing and supporting a team of consultants based on our dedicated on site help desk, reporting to the support Manager.

Job description:

To manage and support an improvement of Supply Chain Management through process improvements and automation, implemented through services and Information Technology Systems.

Team Leader will ensure the smooth every day running of the operations.Duties and requirements:

Duties
• Bringing Continual Service Improvement (CSI) to the team, working and contributing to wider service improvement within City of Tshwane.
• Act as an escalation point.
• Participation in regular meetings with the team to discuss performance, resourcing and process improvement.
• Ensuring that calls are correctly assigned, actioned or escalated to a responsible person, within timescales allowed.
• Reporting: received calls, number of closed calls, and number of calls per consultant per day, week and month, number of calls open for more than 3 days as well as by whom, number of calls open at close of business every day.
• To efficiently allocate incoming requests to the team, prioritising actions and monitoring team resource.
• Identifying weaknesses, offering coaching, and mentoring in areas that require it.
• To communicate and be the focal point for the dissemination of information from management to the team and vice versa.
• To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• To ensure that there are always sufficient resources in place to meet call-handling needs and e-mail requests from users.

Requirements of the job
• Excellent communication skills and attention to detail
• Strong cross-cultural skills
• Ability to manage multiple priorities simultaneously
• Excellent presentation skills and customer service attitude
• Public sector knowledge is an added benefit

Essential Behaviour
• Making it happen
• Being accountable
• Working as a team
• Connecting with others

Skills and Knowledge
• Business process knowledge (desirable)
• Customer service orientated (required)
• Strong administrative and documentation skills (required)

Experience
• Experience of team supervision in an IT environment (Minimum of 2 years)

Qualifications
• Matric
• ITIL V3 Foundation (required)
• Customer Services qualification (desirable)
• ITIL Service Management (desired)