As a First Line Team Leader at Teleresources, you'll oversee the service desk team, ensuring efficient service delivery. This role is ideal for someone with a solid background in service management and a passion for leading teams.
Teleresources is looking for a First Line Team Leader to manage their service desk operations in Johannesburg. In this role, you will be responsible for leading a team that provides technical support and service delivery to clients. Your focus will be on creating and implementing effective service operating processes to enhance customer satisfaction and operational efficiency.
You will oversee daily operations, ensuring that your team meets performance targets and delivers high-quality service. This includes training and mentoring team members, resolving escalated issues, and continuously improving service delivery practices. Your leadership will be crucial in fostering a positive team environment and ensuring that clients receive timely and effective support.
Key responsibilities include: • Leading the service desk team and managing daily operations • Implementing and refining service operating processes • Monitoring team performance and providing feedback • Handling escalated customer issues and ensuring resolution • Collaborating with other departments to improve service delivery
To succeed in this role, you should have at least two years of experience in service delivery management, with a strong understanding of service desk operations. Familiarity with Service Desk Applications, Microsoft MCSE qualifications, and ITIL V3 Foundation will be advantageous. This position is suited for someone who is proactive, enjoys problem-solving, and has a knack for leading teams effectively.
You'll be taken to the original listing on CareerJet to apply.