2 Jun 2016

Client Services Team Leader Job 2016

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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.

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:

  • 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.

How to Apply

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

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