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| POSITION DESCRIPTION | AIIA SURVEY OF SALARIES AND REMUNERATION PACKAGING AUGUST 2010 |
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Technical Support Centre Team Leader |
| Position Code: | 3451 | | Career Level: | 4 |
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Responsible for
Providing customers with the highest standard of Technical Support through the effective supervision of a team of Technical Support Analysts. Accountable and responsible for efficient operation and management of support staff to deliver against contracted customer service agreements and in accordance with internal service delivery models and protocols. |
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Reports To
Technical Support Centre Manager. |
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Supervises
A team of Technical Support Analysts. |
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Main Activities
Managing team resources efficiently in line with business needs and client demand.
Meeting agreed service levels by leading a team of Technical Support Analysts in the provision of high level Technical Support to clients.
Understanding the complexity of escalated technical problems in order to properly allocate resources to developing and implementing solutions in the most cost effective manner.
Developing and co-ordinating the team rosters to ensure the availability of requisite resources and ensure that employee productivity is enhanced.
Ensuring the dispersal of pertinent information to Technical Support staff regarding products, services and clients.
Identifying training needs within the team and ensuring individual development improves team and individual performance.
Managing client expectations and escalating critical situations to Management.
Monitoring and maintaining Technical Support Centre policies and procedures.
Facilitating higher morale and productivity within the Technical Support team.
Ensuring accuracy and quality of work and encouraging innovative action.
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Key Skills
Leadership skills.
Excellent communication skills.
Organisational and administrative ability.
Ability to guide and motivate individuals.
Ability to interpret the complexity of technical problems.
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Internal Contacts
Sales & Marketing staff, Systems & Software Development staff. |
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External Contacts
Customers, Distributors, Parts Suppliers, Contractors. |
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Typical Experience
At least 2 - 4 years of experience within a Technical Support Analyst role, coupled with 2 years of supervisory experience. |
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Other Comments
Position is commonly titled Customer Support Team Leader. |
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