Support Team Leader

JOB DESCRIPTION 

The role is to take ownership of customer issues reported and see them through to resolution, including  

if these are later identified as bugs. 

You will also be required to perform effective Preventative maintenance by thorough inspection, detection and correction of incident failures either before they occur or before they develop into major defects.  Your job description is not limited to the above.   

A strong focus is placed on bespoke software support management in the telecommunications space primarily OSS/BSS. 

ABOUT YOU 

• Technical Expertise: You should have in-depth knowledge of software systems and be familiar with software support and troubleshooting procedures. 
• Leadership Skills: You should have strong leadership and team management skills, including the ability to motivate, delegate, and manage team performance. 
• Communication Skills: You should have excellent written and verbal communication skills to effectively communicate with team members, clients, and other stakeholders. 
• Customer Service: You should have a customer-focused approach and the ability to handle challenging customer service situations. 
• Problem Solving: You should have the ability to identify and resolve problems in a timely and efficient manner. 
• Time Management: You should have strong time management skills and the ability to prioritize tasks and meet deadlines. 
• Organizational Skills: You should have strong organizational skills, including the ability to manage multiple incidents and meet objectives. 
• Adaptability: You should be able to adapt to changing circumstances and be able to adjust processes and procedures as needed. 
• Experience: You should have prior experience in software support and team management, including the ability to manage a team in a fast-paced environment. 
• Professionalism: You should have a professional demeanor and represent the company in a positive manner. 
• Extended working hours will be required to support clientele, after hours deployments and escalated calls 
• Due to the business-critical nature of the business, you may occasionally be required to work outside of normal working hours. 

Attributes: 

• Strong Problem-solving skills and accurate forecasting of effort required and closing timeframe 
• Respect and Valuing Diversity 
• Multitasker, Self-motivated 
• Trusting and honest 
• Accountable 
• Client/Customer Service Orientation 
• Efficiency 
• Quality Assurance 
• Attention to detail 
• Interpersonal skills 
• Solid Team player 
• Commitment to team deliverables 
• Cooperative, Harmonious 
• Communication skills 
• Well-groomed and professional 
• Adaptability 
• Ability to work under pressure 

Responsibilities will include (but not be limited to) the following: 

• Handling assigned tickets 
• Assisting the team where needed with tickets or issues 
• Overseeing team's ticket progress, ensuring tickets are assigned and driving feedback 
• Monitoring tickets to reduce SLA breaches as much as possible 
• Team & personal up-skilling, certifications and ongoing growth conversations 
• Keeping track of and driving team's ongoing projects and initiatives 
• Ad hoc items as required & briefed in by senior management 
• Identifying and adopting ongoing process, software and ways of working improvements  
• Creating & following up with continuous improvement tickets for implementation into the team and software 
• Attending client calls and engaging with clients where more information or actions are required 
• Attending boiler sessions based on client allocations, where needed  
• Collaborating with other departments to assist with issues impacting client services 
• Driving a culture of accountability, trust, honesty and efficiency 
• Ensuring there are consistent standby duty allocations 
• Completing timesheets accurately and on time weekly. 
• Ensuring team's timesheets are done accurately and on time, and signing off on these weekly  
• Ensuring required internal and client reporting is accurate and and sent out on time