Job Description

Service Desk Team Lead - Cape TownFull job descriptionDescriptionBring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, wexe2x80x99re the driven professionals and technology experts companies turn to most to solve their IT challenges. JOB SUMMARYProvide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets. KEY RESPONSIBILITIESProvide leadership, guidance and support to a team of service desk analystsDevelop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessionsIdentify and deliver training and development needs in line with company proceduresDevelop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalentsResponsible for the upkeep and quality of the knowledge base for the teamEnsure customer escalations are handled in a timely manner including providing/implementing corrective actionsEnsure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer serviceSet high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methodsQuality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedbackEnsure that there is continual service review and improvement of all processes and proceduresMaximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targetsThrough monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPIxe2x80x99sIdentify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolutionProvide relevant stakeholders within Services with ad hoc reports QUALIFICATIONS, SKILLS AND EXPERIENCEAwareness of ITIL methodologies and best practiceKnowledge of the working practices of the area responsible forGood working knowledge of Microsoft Word, Excel and OutlookPrevious supervisory experience ESSENTIAL ATTRIBUTESA real passion for people management and development in a large teamA passion to deliver excellent service with service level management and experiencePrevious people management experienceDriven, motivational, professional leader, with a xe2x80x98can-doxe2x80x99 attitude at all timesEffective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentationsCreative and innovative problem-solving skills with an inquisitive natureAnalytical with attention to detailAbility to work as a team to support and influence team membersA desire to take ownership and accountability to see your work through to resolutionAbility to work under pressure and to tight deadlinesA patient, tolerant and supportive team member Who we are:CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. What you can expect from us: Culture, coworkers, careers.CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, youxe2x80x99ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true selfxe2x80x94and your best ideasxe2x80x94to CDW. Because diverse perspectives bring forth better problem solvingxe2x80x94and better solutions for our customers on a rapidly evolving technology landscape.

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