To guide, and act as mentor to the support engineers team to deliver IT services and support to customers. The team Leader will ensure the smooth operations, ensuring that SLAs are met and that quality targets are reached and maintained. - Coordinate with suppliers/vendors regarding spare parts delivery.To alert the supplier of shortages and performance issues within the supply chain. To brief service issues to the Customer's point of contact - Send weekly & monthly SLA reports to customers. - To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for support engineers and sharing this with the team - Identify and escalate helpdesk calls that breach SLAs. - Ensure that all helpdesk jobs allocated to the team are kept up to date and promptly closed in the Help Desk system. Manages day to day operations of the team.