User Support Team Leader

User Support Team Leader

The purpose of a User Support Team Leader is to provide leadership, direction, and support to a team of end user support technicians in order to effectively manage and maintain an organisation's IT systems and EUS infrastructure. This role is pivotal in ensuring the smooth operation of IT services, the successful completion of projects assigned to team members, and the overall alignment of IT initiatives with the organisation's goals.

Role Responsibilities

Technical Support

• Provide technical guidance to team members when dealing with complex tickets.
• Manage the escalation of more challenging technical problems to higher-level support teams according to SLA timeframe.
• Ensure tickets are updated regularly in the correct statuses according to SLA timeframe.
• Oversee the monitoring tickets ques to ensure all tickets are actioned after being assigned.
• Promote the documentation of support processes, procedures, and best practices to facilitate knowledge sharing and maintain consistency in support delivery.
• Support standby rostered User Support Technicians after-hours as deemed necessary.

Onsite Technical Support

• Guide and support on-site support provided by the First Responder Technicians' in response to specific issues, ensuring a prompt and effective resolution for our clients.
• Conduct frequent onsite visits to ensure adherence to protocols, procedures, and standards within the first responder team.
• Build strong relationships with onsite stakeholders through regular visits, open communication, and collaboration to enhance partnership and understanding.

Training and Mentoring

• Mentor and train team members to help them develop their skills and knowledge.
• Facilitate individual and group coaching sessions to help direct reports develop their technical skills to address technical gaps that have been identified.
• Foster a culture of knowledge sharing and collaboration within the team to ensure that team members benefit from each other's expertise.
• Facilitate training and coaching to team members on customer service skills.

Continuous Learning

• Stay informed regarding industry trends and emerging technologies.

Project Participation

• Facilitate and lead collaboration with the User Support team to define project objectives, scope, and goals.
• Facilitate and providing insights into technical requirements, resource allocation, and timelines.
• Provide 365-degree feedback for continuous improvement and summarize lessons learned post-projects.

Customer Service

• Hold team members accountable in providing communication to end users, ensuring that their needs and concerns are addressed professionally and according to SLA timeframes.
• Monitor and assess customer satisfaction through feedback and surveys and take actions to improve service quality.
• Gather and analyse client requirements, translating them into technical specifications, with a focus on improving customer service from a service enhancement standpoint.

People Leadership

• Train and onboard new team members, as well as provide ongoing training and development opportunities for existing team members.
• Foster collaboration by encouraging teamwork, open communication, and a supportive atmosphere within the team.
• Participate in performance review cycles.
• Conduct monthly 1-on-1s with direct reports.
• Facilitate weekly/daily team meetings.
• Assess the skills and knowledge of team members to identify areas where improvement or development is needed.
• Collaborate with direct reports to create individual development plans that outline their career goals and the steps needed to achieve them.
• Monitor day-to-day activities of the team to ensure that they meet performance goals according to KPA's.
• Provide continuous feedback to team members regarding their performance, emphasising both strengths and areas for improvement.
• Ability to inspire, motivate, and manage a diverse group of technical professionals.

Documentation

• Review "how-to" guides and documentation created by User Support team members.
• Sign-off revised documents prior to their storage in the cloud-based IT documentation software system.
• Provide feedback to User Support team members, helping them improve their documentation skills and maintain the highest standards of clarity and completeness.
• Compile comprehensive Standard Operating Procedures and drive adoption in the team.

Teamwork

• Lead collaborative efforts to proactively identify recurring issues, champion innovative solutions, and spearhead continuous process improvements.
• Facilitate and promote a collaborative and cohesive team environment by providing guidance and assistance to colleagues.

Process Improvement

• Identify opportunities for enhancing processes within the technical support workflow and implement measures to enhance efficiency.
• Track key performance metrics to evaluate the team's performance according to the KPA's.

Reporting and Analytics

• Analyse support data to identify trends, patterns, and opportunities for improvement.

Recruitment and Selection

• Support the People Operations team with recruitment and selection by screening shortlisted candidates.
• Conduct screening calls and technical interviews.
• Review technical assessment results.
• Review and provide interview notes to the People Operations team according to recruitment SLA.
• Present offer to potential candidates.
• Participate in recruitment check-in calls with People Operations to review the pipeline and provide feedback.

Education & Work Experience

Key Qualifications:

• National Senior Certificate or equivalent
• CompTIA A+
• CompTIA N+
• Mimecast: Level 1 – Email Security, Cloud Gateway Fundamentals
• Mimecast: Level 2 – Email Security, Cloud Gateway Advanced
• ITIL: Foundation - Certification
• Legitimate Leadership Certification

Desired Qualifications:

• Microsoft: AZ-104 - Azure Administrator
• ITIL V3
• Microsoft: MD-102 - Microsoft 365 Endpoint Administrator
• Verbal and written communication certification
• Project Management Certification
• Presentation Skills - example - https://kepner-tregoe.com/training
• Conflict Resolution Certification
• Critical Thinking Certification - Example - https://kepner-tregoe.com/training

Experience:

• Proven 3-5 years' working experience in IT-related role (desirably in MSP environment), providing technical support and troubleshooting in an IT environment.
• Proven 3-5 years' in server, desktop support, switches, firewalls and PowerShell.
• 3-5 years' experience in a people management position and leading a team
• 1+ years of experience with Microsoft Azure (Support/Monitoring/Management).

Technical Competencies & Skills:

• Knowledge in Microsoft 365, Linux, Network database, Windows 10 and 11 and Azure.
• Proficient customer service skills, with the ability to communicate technical concepts effectively to non-technical individuals.
• Advanced troubleshooting skills
• Applying Expertise and Technology
• Competent in providing remote and onsite support.
• Advanced knowledge of operating systems (e.g. Windows, macOS, Linux) and common software applications (Pastel, TeamViewer).

Behavioural Competencies:

• Gregarious
• Approachable
• Rigorous
• Stress Management
• Rational