Service Desk Team Leader

Discovery; Sandton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading health and technology company in Sandton is seeking a Team Leader to manage the operational performance of the 529Help Team. The ideal candidate will have strong people management skills, a focus on service excellence, and the ability to drive continual improvements in service delivery. You should have experience in a supervisory role, possess relevant technical certifications, and demonstrate a strong customer service orientation in a high-pressure environment.

Qualifications

• Experience in a senior or supervisory capacity at a Service Desk.
• Working experience with all desktop & Microsoft software platforms.

Responsibilities

• Manage day-to-day operational and people management.
• Handle escalation management and resolution.
• Identify opportunities for continual service improvement.

Skills

Attention to detail

Strong people management skills

Results driven with a strong Customer Service focus

Ability to translate statistical data into opportunities

Education

Matric

A+; N+

MCSE preferable

ITIL Foundation preferable

Job description

Discovery – IT Servicing / Technology Services

Team Leader

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast‑paced and dynamic environment enables smart, self‑driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About (IT Servicing – 529Help)

Our inclusive obligation is to facilitate the right information systems and technology services into the Discovery business areas to enable effective business technology management that increases productivity and profitability to underpin Discovery’s vision and ambitions. Through providing a single point of contact, we offer support services with the objective to increase efficiency, first time resolution and end‑user satisfaction. We centre ourselves around automation, process optimisation, consistent and reliable operations. We continually seek to be transparent in understanding and addressing root causes to assist in building a solid foundation for future IT service improvements.

Key Purpose

Operational management of the 529Help Team with focus on delivering service excellence within agreed Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of Responsibility

• Day to day Operational and People management:
  • Time and attendance management.
  • Management of all incoming Contact Channels to ensure contacts are acknowledged and processed within quality standards and SLAs.
  • Analysis of interval, SLA and ticket volume reporting to understand trends and target improvements.
  • Workforce management to ensure adequate staffing during support hours.
  • Daily, weekly and monthly operational and service level reporting.
  • Maintain and review quality assurance standards for inclusion in Agent Incentives.
  • Monthly 1:1 performance reviews with staff with a focus on performance improvements.
  • Identify top performers within the Team for inclusion in the Team performance awards.
  • Track and manage all instances of low performance through formal performance improvement plans.
  • Bi‑annual Performance Conversation and career development of all direct reports.
  • Ensure Service Desk processes are documented and maintained (SOPs).
  • Ensure Service Take Ons are introduced into the Service Desk in a structured and formalised manner.
  • Ensure that a relevant training is conducted to equip Agents to provide effective support.
  • Represent the Service Desk in meetings.
• Escalation Management:
  • Acknowledge and manage all Escalations to resolution.
  • Monitor Escalation trends to identify improvement actions.
  • Ensure an effective Escalation management process is in place and reviewed to ensure relevance.
• Continual Service Improvement:
  • Actively identify opportunities and implement initiatives to improve SLA adherence, Agent productivity and efficiency, process optimisation, automation and User Self‑Service take up.
  • Ensure effective Knowledge Management within the Team.

Personal Attributes and Skills

• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Strong people management skills.
• Able to engage effectively across all levels of the organisation.
• Able to operate effectively in a high volume, pressurised environment.
• Able to adapt to changing circumstances.
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• A+; N+;
• MCSE preferable
• ITIL Foundation preferable
• Service Desk experience in a senior or supervisory capacity.
• Must have working experience with all desktop & Microsoft software platforms.

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.