13 Aug 2019

Technical Team Lead at XC360

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Job purpose:

  • To lead and manage the performance of the company’s services in a professional and client-focused manner, ensuring that service levels are achieved in line with contracts and that client expectations are met or exceeded.
  • To take responsibility for the resolution of all client service requests.
  • To manage critical client incidents, including appropriate communication and escalation.
  • To take responsibility for the client support team’s application of company policies and procedures.
  • To develop the capability of the support team.
  • To monitor, measure and report on team and individual performance.
  • To develop account management service relationships and conduct service reviews with clients to measure and improve client service and loyalty.
  • To contribute towards improvement of the company’s effectiveness, efficiency and overall performance.


Kshs 85,000 -150,000 based on experience and skills


Team management:

  • Inspiring team members to perform and give their best
  • Demonstrating, supporting and encouraging a culture of making the client first priority and client service quality
  • Holding regular team meetings and updates and encouraging a culture of two-way feedback
  • Managing and analyzing individual and team performance
  • Monitoring and implementing performance monitoring KPIs
  • Developing and implementing team and individual motivation strategies
  • Conducting team member appraisals
  • Identifying team member training and development needs
  • Defining and implementing employee training structure
  • Managing disciplinary activities
  • Monitoring communication to ensure that team members communicate with clients, and colleagues, in a professional and effective manner at all times
  • Coaching client service techniques, including call handling
  • Reviewing and coaching on ticket content and accuracy
  • Developing team competence through group and one-to-one coaching and weekly training
  • Managing our client and procedure knowledge base
  • Recruiting and inducting new team members
  • Managing the team availability and absences

Operations management:

  • Managing and supervising BAU activities of the team to ensure that client service level agreements are met and service quality standards are maintained.
  • Monitoring work quality, call quality and project quality including the use of client follow-up calls
  • Managing escalations to resolution
  • Providing support for technical issues
  • Managing Out of Hours emergency work
  • Managing Out of Hours project work
  • Managing client ticket escalations to ensure appropriate and timely responses, involving T1,T2,T3, field and directors where necessary
  • Project managing complex/large/sensitive work
  • Prioritising client work and team member workloads without compromising service levels
  • Scheduling, allocating and balancing workload across team members
  • Monitoring completion of jobs and providing assistance when required
  • Supporting production of client infrastructure change management plans / schedules
  • Resourcing the team to support peaks and troughs in workload effectively
  • Ensuring clear ownership and resolution of client jobs
  • Managing coordination of office and field-based engineers
  • Ensuring understanding within the team of contracted services by client and how to handle out-of-scope requests
  • Promoting proactive client service delivery
  • Ensuring proactive monitoring of client sites to identify and prevent potential issues before they occur
  • Ensuring proper application of operational procedures
  • Ensuring proper use of operational systems
  • Collating and reporting SLA and KPI performance information
  • Improving the quality of internal and client facing communication

Process improvement:

  • Developing, promoting and maintaining best practice procedures and other documentation as required to ensure efficient and consistent service
  • Troubleshooting areas of poor performance and offering solutions to resolve issues both in the immediate future and for the longer term
  • Conducting root cause analysis of new major/critical incidents, identifying solutions or workarounds, to mitigate future incidents
  • Recommending and implementing operational process improvements

Company operations:

  • Participating in operational reviews and management meetings
  • Presenting weekly/monthly information reports to management in respect of service SLAs and KPIs, project and ticket statuses and improvements
  • Identifying to management any matters relating to the health and safety of both staff and clients
  • Supporting management in the development and implementation of technology and systems to maximise performance
  • Communicating and facilitating change management activities
  • Coordinating with sales on equipment purchases

Account management:

  • Contributing to the building of positive and productive client relationships
  • Planning effective account management activities
  • Ensuring that client reviews are conducted in line with contracts
  • Conducting client reviews and maintaining communication with clients
  • Defining and implementing client reporting
  • Managing the resolution of client complaints

Deputising for others whilst they are absent and undertaking any other reasonable tasks requested.

Experience and Knowledge with:

  • Microsoft Windows 7 upwards
  • Active Directory – User Administration, Groups
  • Microsoft Windows Server 2008R2 upwards
  • Microsoft Remote Desktop Services
  • Microsoft Office 2010 upwards
  • Microsoft Office365
  • Microsoft Exchange 2010 upwards
  • Microsoft SQL
  • Microsoft DFS
  • Citrix
  • Cisco, HP Switches and Routers
  • Trend Micro, Sophos, Windows Defender, Kaspersky
  • VMWare, HyperV, ESX
  • Kaseya
  • PRTG
  • Internet Connectivity
  • Print Configurations
  • Exclaimer
  • Nextcloud
  • Veeam
  • Datto
  • Sonicwall
  • Webtitan, Spamtitan, Barracuda
  • Ubiquiti
  • Kaseya
  • Teamviewer
  • NetTools
  • Linux, Webmin
  • PRTG
  • Powershell
  • Third Party Applications such as SAP, SAGE, CFP, QUBE, PROCLAIM, REAPIT

How to Apply

Interested and qualified? Go to XC360 career website on www.linkedin.com to apply

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