Technical Team Lead at XC360

Job purpose:

• To lead and manage the performance of the company’s services in a professional and client-focused manner, ensuring that service levels are achieved in line with contracts and that client expectations are met or exceeded.
• To take responsibility for the resolution of all client service requests.
• To manage critical client incidents, including appropriate communication and escalation.
• To take responsibility for the client support team’s application of company policies and procedures.
• To develop the capability of the support team.
• To monitor, measure and report on team and individual performance.
• To develop account management service relationships and conduct service reviews with clients to measure and improve client service and loyalty.
• To contribute towards improvement of the company’s effectiveness, efficiency and overall performance.

Salary

Kshs 85,000 -150,000 based on experience and skills

Responsibilities:

Team management:

• Inspiring team members to perform and give their best
• Demonstrating, supporting and encouraging a culture of making the client first priority and client service quality
• Holding regular team meetings and updates and encouraging a culture of two-way feedback
• Managing and analyzing individual and team performance
• Monitoring and implementing performance monitoring KPIs
• Developing and implementing team and individual motivation strategies
• Conducting team member appraisals
• Identifying team member training and development needs
• Defining and implementing employee training structure
• Managing disciplinary activities
• Monitoring communication to ensure that team members communicate with clients, and colleagues, in a professional and effective manner at all times
• Coaching client service techniques, including call handling
• Reviewing and coaching on ticket content and accuracy
• Developing team competence through group and one-to-one coaching and weekly training
• Managing our client and procedure knowledge base
• Recruiting and inducting new team members
• Managing the team availability and absences

Operations management:

• Managing and supervising BAU activities of the team to ensure that client service level agreements are met and service quality standards are maintained.
• Monitoring work quality, call quality and project quality including the use of client follow-up calls
• Managing escalations to resolution
• Providing support for technical issues
• Managing Out of Hours emergency work
• Managing Out of Hours project work
• Managing client ticket escalations to ensure appropriate and timely responses, involving T1,T2,T3, field and directors where necessary
• Project managing complex/large/sensitive work
• Prioritising client work and team member workloads without compromising service levels
• Scheduling, allocating and balancing workload across team members
• Monitoring completion of jobs and providing assistance when required
• Supporting production of client infrastructure change management plans / schedules
• Resourcing the team to support peaks and troughs in workload effectively
• Ensuring clear ownership and resolution of client jobs
• Managing coordination of office and field-based engineers
• Ensuring understanding within the team of contracted services by client and how to handle out-of-scope requests
• Promoting proactive client service delivery
• Ensuring proactive monitoring of client sites to identify and prevent potential issues before they occur
• Ensuring proper application of operational procedures
• Ensuring proper use of operational systems
• Collating and reporting SLA and KPI performance information
• Improving the quality of internal and client facing communication

Process improvement:

• Developing, promoting and maintaining best practice procedures and other documentation as required to ensure efficient and consistent service
• Troubleshooting areas of poor performance and offering solutions to resolve issues both in the immediate future and for the longer term
• Conducting root cause analysis of new major/critical incidents, identifying solutions or workarounds, to mitigate future incidents
• Recommending and implementing operational process improvements

Company operations:

• Participating in operational reviews and management meetings
• Presenting weekly/monthly information reports to management in respect of service SLAs and KPIs, project and ticket statuses and improvements
• Identifying to management any matters relating to the health and safety of both staff and clients
• Supporting management in the development and implementation of technology and systems to maximise performance
• Communicating and facilitating change management activities
• Coordinating with sales on equipment purchases

Account management:

• Contributing to the building of positive and productive client relationships
• Planning effective account management activities
• Ensuring that client reviews are conducted in line with contracts
• Conducting client reviews and maintaining communication with clients
• Defining and implementing client reporting
• Managing the resolution of client complaints

Deputising for others whilst they are absent and undertaking any other reasonable tasks requested.

Experience and Knowledge with:

• Microsoft Windows 7 upwards
• Active Directory – User Administration, Groups
• Microsoft Windows Server 2008R2 upwards
• Microsoft Remote Desktop Services
• Microsoft Office 2010 upwards
• Microsoft Office365
• Microsoft Exchange 2010 upwards
• Microsoft SQL
• Microsoft DFS
• Citrix
• Cisco, HP Switches and Routers
• Trend Micro, Sophos, Windows Defender, Kaspersky
• VMWare, HyperV, ESX
• Kaseya
• PRTG
• Internet Connectivity
• Print Configurations
• Exclaimer
• Nextcloud
• Veeam
• Datto
• Sonicwall
• Webtitan, Spamtitan, Barracuda
• Ubiquiti
• Kaseya
• ITGLUE
• Teamviewer
• NetTools
• Linux, Webmin
• PRTG
• DMARC, SPF
• Powershell
• Third Party Applications such as SAP, SAGE, CFP, QUBE, PROCLAIM, REAPIT

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