Job Title: Client Services - Team Leader
Job Code: CSTL/AK/160530
Number of
Positions Open: 1
Reports To: Client Services Manager
Location: Nairobi, Kenya
Closing
Date: Open Until
Filled
Summary: Our client is a leading converged Communication and IT infrastructure service provider in East Africa.
Summary: Our client is a leading converged Communication and IT infrastructure service provider in East Africa.
They offer world class Cloud, Communications Connectivity and Carrier services, all geared towards meeting clients’ unique business and ICT needs.
Job Summary: Reporting to the Client Services Manager this person will provide leadership, guidance and support to assigned support engineers within the Client Service Department.
The CS Team
leader is responsible for reviewing support engineers performance and ensuring
that set standards, policies and procedures are followed to achieve business
and sectional objectives.
Key Responsibilities:
Key Responsibilities:
- Monitoring,
evaluating and appraising individual and team performance and enforcing
the stipulated departments’ KPI’s as per the agreed SLA and Standards to
meet the service level and response time objectives.
- Meeting
quality objectives through Quality Monitoring as per defined schedule,
quality criteria and process.
- Managing
and facilitating training & development of engineers through coaching,
mentoring and by consistently reviewing performance.
- Facilitate
provision of Legendary Service by engineers to both internal and external
clients.
- Management
of all escalated cases to ensure quality resolution within defined
timeframes.
- Co-ordinate
with the line manager to ensure all the required working resources have
been provided and are efficiently utilized through effective organization
and planning of team activities.
- Providing
timely and accurate feedback and reports affecting the team and the
business.
- Providing
guidance, support, advice and motivation to the team on issues regarding
work, career progression.
- Handling
escalated cases internal/external within the defined scope and laid down
standards processes & procedures and provide feedback for any changes
required.
- Coordination
of assigned projects.
Qualifications,
Training and Experience:
- Degree
in Networking or IT related field.
- Level
2 Certification for Networking or Systems (Cisco, Microsoft, Juniper etc)
- Proven
expertise in:
- Networking
or Networked environments.
- Mail
Systems – Mdeamon, Exchange, Lotus notes.
- 2-
4 years’ experience as a senior support engineer or Team leader.
- Excellent
communication skills.
- Proven
expertise in people management.
- Self-driven,
result oriented and willingness to learn new things.
- Proven
capability to cascade information.
- Team
player.
- Confident
and decisive.
- Strong
Problem solving/analytical skills.
Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by clicking on: Client Services – Team Leader
Kindly include your current and expected remuneration in your resume.
Be advised, this job is open to Kenyan nationals only
