Dimension Data Technical Support Team Leader Jobs in Kenya

Dimension Data Technical Support Team Leader Jobs in Kenya

Job Summary:

  • Reporting to the Managed Service Delivery Manager, The Technical Support Team Leader will provide quality and efficient Client Experience (CX) to Clients through the daily management of the Crew to ensure that they meet the Service Level and perform their duties according to laid down procedures and processes. The Team Leader manages and leads a team of multiskilled technical engineers to ensure the effective delivery of all products are solutions in DD portfolio.

  • S/He is expected to be a knowledge expert to cascade to the team for optimal delivery. The TL will ensure that service levels are achieved in line with the set targets and that Clients expectations are met. S/he will build services relationship with Clients and conduct service reviews for enterprise Clients.

    Main Duties and Responsibilities:

    Crew Development

    • Provide coaching and training to technical Engineers based on data gathered during the quality assurance process. Strong communication skills are critical to help in engaging the team members and ensure they understand how to improve on their day-to-day deliverable

    • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.

    • Encourages the employees to grow their skills by taking certifications that are aligned with Business strategic focus as per technological market trends.

    Performance management

    • Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly, and assigned properly

    • Writes and administers performance reviews and coaching for skill improvement for high productivity.

    • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

    • Addresses disciplinary and/or performance matters according to company policy and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

    Leadership Management

    • Manages and handle escalations from clients and coordinates issues resolutions in collaboration with other departments to bring positive outcomes which enhances Client Experience

    • Motivate the employees and encourage productivity and
    passion for the job.

    • Support and guides the crew to perform their job as per the expectations

    • Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

    • Mentors, recognizes accomplishments, and rewards good behaviours.

    • To foster good relationships with all internal departments and cross-functional teams

    • Preparing reports and analysing data to improve processes, ensure resources are properly allocated, and maximize efficiency and client satisfaction.

    Qualifications, Skills and Experience:

    • Degree in Networking or IT related field.

    • Level 2 Certification for Networking or Systems (Cisco, Microsoft, Juniper, Fortinet, Sophos etc)

    Proven expertise in:

  • Networking or Networked environments.

  • Mail Systems – Exchange, Synaq, O365 and other Cloud solutions.

  • Security solutions – Data, Network and infrastructure security.

  • Cloud Solutions – Virtualization, Data & Backup Storage.

    • 2- 4 years’ experience as a Senior support engineer or Teamleader.

    • Customer Service skills and training with excellent oral and written communication skills.

    • Excellent organizational skills.

    Job Knowledge:

    • People Management.

    • Change Management.

    • People Development and Empowerment.

    • Process Development.

    • Project Management.

    • Resource Management.

    • Commercial Knowledge.

    Personal Attributes:

    • Self-driven and result oriented.

    • Strong customer support and client relation skills.

    • Effective communication skills (verbal and written).

    • Strong focus on building relationships (internal and external).

    • Willingness to learn new things and share them with others.

    • Team player.

    • Confident and decisive.

    • Strong Problem solving/analytical skills.

    How to Apply

  • For more information and job application details, see; Dimension Data Technical Support Team Leader Jobs in Kenya

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