Job summary
the team lead role oversees a team of specialists to ensure high-quality service monitoring and incident resolution.
about the role
* ensure effective customer expectations management through good service level agreements.
* communicate operational issues and business information to the team effectively.
* develop team members through coaching, identifying skills gaps, and providing training needs solutions.
* promote staff well-being and facilitate effective teamwork.
* implement change initiatives and support process improvements.
* plan, schedule, and coordinate team activities and resources efficiently.
* assign tasks, set priorities, and monitor productivity and performance.
* maintain governance framework implementation and compliance with processes and standards.
professional skills required
* fluent english language skills for verbal and written communication.
* self-motivation and discipline.
* strong stakeholder relationship management and investigative skills.
* technical design and implementation skills, along with excellent communication and presentation abilities.
* able to work creatively and analytically in problem-solving environments.
* manage multiple priorities in high-pressure situations effectively.
* excellent interpersonal and communication skills for user training and presentations.
* able to write complex system and user documentation.
preferred experience
experience working with incident, problem, and change management programs is beneficial. Developing maintenance plans for storage environments is also advantageous.
technical requirements
* 3+ years of experience in a customer service monitoring operational environment.
* good technical understanding of it fundamentals.
* proficiency in itsm tools.
* knowledge of operating systems like windows, linux, and aix.
* understanding of hypervisor technologies like vmware, hyper-v, and acropolis.
* familiarity with network devices and configurations.
* good technical understanding of storage and backups.
* understanding of databases.
additional benefits
experience with emerging technologies is an added advantage.