Service Desk Team Lead needed: APPLY HERE
Bloubergstrand, Western Cape 7441
Every day, our team of Managed Services experts help our customers operate their workloads, applications, and infrastructures. Join our Managed Services team to assist our customers with the strategy and operation around their Microsoft solutions.
Having secured an extensive Azure & 0365 client base with large enterprise customers around the world, we are currently looking to expand our Cape Town based Support Team.
We are looking for an experienced, passioned, customer centric, and creative team leader who can set and maintain quality standards as well as inspire the team to be at their best. This is a busy MSP environment supporting in excess of 50,000 O365 users and Azure infrastructure across several key customers, which is ideally suited for people wanting to progress from strong Team Lead to Service Desk Manager skillsets.
The ideal candidate will have prior experience leading technical support teams in a similar capacity and have recently been involved with early life and day to day support of Microsoft Azure or O365, particularly around Mail, Skype for Business and SharePoint.
Assist with inquiries relating to incidents from end users, resolving these directly where possible or escalating accordingly.
Assist with enquiries relating to service requests from end users, fulfilling these directly or routing to appropriate fulfilment.
Provide initial resolution wherever possible using KB or additional support materials.
Owns incidents and requests from creation to delivery (including when escalated).
Provide initial identification of reported faults sufficient to enable further investigation.
Use ITSM system for the management of support issues and administering Support Services.
If required, invoke standard escalation procedures, (for example, in the event of a critical or major incident) and provide updates as to the progress of such escalations as and when required.
Ensure support ticket queues are well maintained.
Ensuring team key service level agreements and KPIs are achieved.
Support Service Desk Manager to ensure stable and consistent Support services delivery.
Provide leadership and support of direct reports including, but not limited to employee 1:1s, appraisal and feedback discussions, KPI and objectives setting, employee growth and development and general day to day employee support.
Assist Global Leadership team with solutions to business needs.
Act as a point of escalation to customers and internal staff including on-call (rota based).
Attend customer stand-ups as and when required to discuss the delivery of Support services.
Act as nominated Incident Manager in the event of Critical or Major Incident.
Work flexible shift patterns depending on business needs.
KNOWLEDGE AND EXPERIENCE:
3+ years’ direct work experience in a similar Service Desk environment (ideally supporting external clients)
Experience leading technical support teams
Experience in providing services to agreed SLA’s and OLA’s
Experienced in Problem and Incident Management
Good knowledge of Microsoft technologies
Mail migration to O365 support experience.
Working with PowerShell scripts to some degree
Experience in working in a busy IT department.
Working knowledge of active directory, MS exchange and skype for business and SharePoint.
Knowledge of ITIL best practices.
ITIL V3 Foundation level (preferred)
University Degree (preferred)
MCSA: Office 365 (preferred)
Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction
Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner
Exceptional oral and written communication skills.
Exceptional interpersonal skills, with a focus on listening, and questioning
Comfortable dealing with people at all levels
Experience at working both independently and in a team-oriented environment.
ABOUT NEW SIGNATURE
New Signature is a cloud-first, full-service Microsoft partner committed to delivering innovative technology solutions that solve human challenges. Behind every interaction is our dedication to provide outstanding experiences and to build authentic relationships with those around us. We are passionate about driving transformational results for clients across all company sizes, geographies and industries. The New Signature team delivers full lifecycle solutions—from project inception and planning, through deployment to ongoing support and maintenance.
New Signature was named the top Microsoft partner in the United States and the United Kingdom in 2014 and again in the United States in 2015—becoming the first partner ever to win the prestigious US Partner of the Year award two years in a row. New Signature has one again earned the award in the United Kingdom in 2019. With over 600 individual technology certifications, New Signature is a recognized expert at the forefront of Microsoft advancements and couples these powerful technologies with exceptional services to empower our customers, colleagues, and community.
OUR CORE VALUES
Human: We use our hearts and minds to collaborate for success
We harness technology to drive business, but we never let that replace our human connections. We use our hearts and minds to collaborate for success and instill confidence in our customers through relationships forged from the trust.
Generous: We are giving and respectful
With our efforts to always be generous, we elevate our service level with empathetic and considerate communications and actions. We always find a way to support our customers and colleagues by giving of our time and talent and equally respecting the time and talent of others.
Authentic: We tell it as it is, with positive intent
Being authentic helps to nurture our strong and trusted relationships. We are honest, transparent, and reliable. When you partner with New Signature, you are partnering with a group of purposeful, outcome-driven and results-oriented professionals.
Innovative: We push the boundaries at the intersection of people, process and technology
For us, there is no limit to our dreams. We continually innovate and push boundaries at the intersection of people, processes, and technology to bring our customers and colleagues the best solutions first.
New Signature requires the candidate to prove eligibility to work in the United States or Canada (depending on the location of the job) within three days of being employed. All final candidates will be asked to complete a background check in both the US and Canada. These record checks can include any or all of the following: education verification, employment verification, drug screening, and criminal record check. Positions that require significant travel may also require a driving record check.
For US Applicants: New Signature is an E-Verify employer. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. E-Verify employers verify the identity and employment eligibility of newly hired employees by electronically matching the information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). E-Verify is only used upon acceptance of a job offer and completion of the Form I-9.
Click here for the E-Verify Participation Poster (available in English and Spanish)
If you require this notice in another language provided by DHS, please contact us at 202.452.5923
Click here for more information on Your Right to Work or Visit the USCIS website here for more information on E-Verify
For Canadian Applicants: New Signature is committed to working with and providing reasonable accommodation to individuals with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, New Signature will provide accommodations throughout the recruitment and selection process to applicants with disabilities.
To request a reasonable accommodation, please call 416.971.4267.
Please ensure to provide your name, the best way to contact you, a detailed description of the nature of any accommodation that you may require (including any materials or processes that can be used to ensure your equal participation).
All Applicants: New Signature is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran’s status, sexual orientation, or any other protected factor.