Service Centre Team Leader

Overview

Our client is a trusted security provider and adviser to Governments, security banks, high security printers and industry providing secured identification, traceability and authentication solutions and services. They wish to recruit top performing individuals for the following positions:

SERVICE CENTRE TEAM LEADER – JOB REF: MN 7563

KEY RESPONSIBILITIES AMONG OTHERS

• Management of the Service Centre, including the central Support Line and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved/fulfilled
• Serve as a single first point of contact for the customer and system users for solution service and support, including participation / contri­bution to customer Project Implementation Team (PIT) meetings
• Coordination with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner
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• Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.
• Manage the Service Centre team HR, including recruiting, new staff assimilation & training, objective setting, performance reviews, emplo­yee development & training planning, and workload management.

PERSON PROFILE

• College degree or technical training in a relevant field, or equivalent combination of training, and/or experience
• Knowledge of basic IT support procedures and tools
• Experience troubleshooting computer networks
• Minimum 2 years’ experience leading a technical help-desk team
• Language skills: Fluent in English and local language (Swahili)
• Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues

Email application indicating your current or past salary and Job Ref Number to recruit@manpowerservicesgroup.com

CLOSING DATE: 3RD AUGUST 2018