Support Team Leader - Social Housing

Application Support And Service Desk Team Leader

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Please note, the successful candidate will be required to work UK hours, 09:00 to 17:30, Monday to Friday.

Position Overview

We are currently looking to recruit a talented Application Support and Service Desk Team Leader who can manage and motivate the team, has a passion and desire for customer service and excels in their role.

This role involves the day-to-day management of a Technical Application Support and Service Desk team. As team leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service. You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively. This role will be a player \ Manager role where you will be expected to work on client tickets as well as leading the team.

Role and Responsibilities

• Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible
• Working to business objectives
• Ability to lead and develop staff, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high morale
• Point of contact for team and escalations
• Ensuring customer satisfaction targets are exceeded
• Ensuring training plans are clear and output driven
• Ensuring all SLA's are adhered to

You will be able to:

• Demonstrate excellent customer service skills
• Effectively manage a team whilst maintaining positive working relationships
• Show flexibility in the role and lead teams at different sites
• Develop effective working relationships with the client
• Demonstrate strong written and verbal communication skills
• Ensure knowledge management is improved
• Understand and articulate the company's goals and strategies to the team

Requirements

• Proven track record in delivering an excellent service
• People management
• Continual service improvement
• Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
• Can demonstrate a passion for personal development, must be flexible in their approach to travel and projects undertaken
• Excellent time management skills with the ability to manage conflicting priorities
• Previous experience in leading a Service Desk

We're obsessed with making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• Office breakfasts, quarterly lunches and virtual social events
• Medical aid scheme
• Personal pension plan
• Parental leave benefit
• 25 days of annual leave plus public holidays, in addition to a bank of 16 hours of "Flex Time Off"
• Tuition reimbursement schemes
• Flexibility of working from anywhere in the world for two weeks out of the year

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge? We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply — we'd love to hear from you! As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.