First line team leader

Responsible for resolving incidents, requests, events, backups and alerts from various polling and management tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order to achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and improve customer experience and Service Level Agreements. Understand the Service Desk Application and be able to handle escalated calls for positive results.

Duties and responsibilities Manage Staff in Order to Achieve SLA and OLA Requirements Manage staff output on a daily, weekly, monthly basis. Provide education to the team as well as guidance regarding compliance of standing processes and procedures Mentor, motivate and develop staff to improve overall output across the team to recognise and reward value-added performance. Hold team meetings and ensure that these are documented and recorded in a central location on a weekly basis Responsible for driving SLA achievement and cu...