IT Team Leader (CPT_Call Centre)

Job Description

Duties & Responsibilities

ENVIRONMENT:

A dynamic Consultancy in Cape Town seeks the strong leadership of a highly driven IT Team Leader with the ability to analyse problems, identify alternative solutions, and implement recommendations in support of company goals. Your core role will entail managing the day-to-day IT operation 24/7, ensuring client SLAs are met with regards services and delivery and ensuring that the IT Helpdesk provides excellent customer service. You will also be expected to keep the fault/request queue below the set maximum target. Applicants will require a suitable Degree or equivalent work experience with at 5 years in a Senior/Team Lead IT role (preferably in the Contact Service centre industry. You must also possess MCSE, CCNA & ITIL Certifications with proficiency in the following: Windows 2003 and 2008 Server, Cisco, VMware, Exchange 2003, Soft Grid 4.1 or later, SCCM), Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.

DUTIES:

Plan and implement moves, adds, changes and deletions to support the IT infrastructure in Cape Town.
Responsible and maintain information of purchases for the Assets Registry.
Implement network security at levels set by corporate standards.
Anticipate difficult or problems relating to IT and ensure that contingency plans are in place to overcome these difficulties.
Work with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders.
Interact constructively with internal clients on all levels to help resolve IT related issues and provide answers in a timely manner through the effective implementation of Helpdesk and application software.
Administer and maintain the company’s IT infrastructure and manage all telephone changes.
Manage day-to-day internal and external client interactions.
Manage all Helpdesk activities for the location.
Respond to and resolve escalated Helpdesk issues.
Management of day-to-day activities of the IT Team.
Ensure that company IT assets are maintained according to company standards.
Manage the administration and maintenance of computer stations and software for the company’s training programs and training facilities and proactively provide support.
Manage troubleshooting, system backups, archiving, disaster recovery and provide expert support when necessary while identifying and motivating opportunities for improvements.
Provide the financial department with IT financial information and manage the purchasing of all software, hardware and other IT supplies within the budget constraints.
Facilitate the motivation and development of the team by attempting to align project tasks with team members career interests while attaining goals in pursuance of excellence and giving feedback on attainment of performance goals.
Manage IT suppliers and SLA.
Any other duties consistent with the position of ICT Team Leader.
Identify opportunities for improvement and make constructive suggestions for change.
Manage key supplier relationships, costing and SLA’s.
Suppliers in terms of rates and new technology offerings.
Communication with the Management Team and all other levels within the business.
In times of IT downtime, persistent, regular updates to all senior management.
Play a vital role with clients, always being well briefed and informative.
Update as appropriate and keep casual contacts for the good of the business.
Attend and contribute to regular team meetings to discuss and resolve issues and challenges in the department.
Remain at the forefront of emerging industry practices and continually investigate IT technologies.
Identify opportunities for improvement and make constructive suggestions for change.
Assist with the development of in-house processes and the communication of same.
Conduct training on IT programmes and processes.

REQUIREMENTS:

Qualifications –

Degree in a relevant discipline or other equivalent tertiary qualification or equivalent relevant work experience.
MCSE, CCNA certificate and ITIL qualification required.

Experience/Skills –

5 Years of experience in a Senior/Team Lead IT role (preferably in the Contact Service centre industry: in-house centre within Airline industry or international customer care outsourcing provider) advantageous.
Advanced knowledge of the following Systems required: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre configuration manager (SCCM).
Advanced knowledge of the following Networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.
Excellent MS Office package skills.
Well-developed knowledge of Telephony applications and concepts.
Excellent understanding of Helpdesk processes.
Strong project management skills and experience.
Data storage and maintenance skills.
Show an interest in the Call Centre industry and its processes.
Ability to work flexible hours as required by the business.

Advantageous –

Web Technologies.
Well-developed knowledge on the Genesys Suite of products.
Fluent in English and German.

ATTRIBUTES:

Proven track record of organisational and planning skills essential.
Leadership Skills.
Excellent Organisational Skills.
Excellent Written and Oral Communication Skills.
Ability to work with people on a professional level.
Be self-motivated and proactive.
Have interpersonal and team skills.
Have good presentation skills.
Must be able to work under pressure in a fast-paced environment.
Ability to analyse problems, identify alternative solutions, and implement recommendations in support of company goals.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.