Description:
Introduction
A well-established company based in Midrand, Johannesburg is looking for a ITIL certified IT Manager to join their team.
Send your CV to hr5 (at) peopledimension (dot) co (dot) za.
Duties & Responsibilities:
• Monitor daily Backlog (Download from Compass), Coordinate repair activities with technicians and report progress by COB every day.
• Manage technical escalations and Raise technical tickets with respective Vendor where required.
• Coordinate customer escalations with Vendor customer relationship team (CRT)
• Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.
• Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
• Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.
• Apply ITIL processes into operations.
• Develop interlocks between team and the rest of Service Operations teams.
• Develop team targets.
• Working with supervisors to improve staff performance.
• Forecast, plan and set up business strategies.
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies.
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives.
• Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers.
• Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.
• Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.
• Knowledge of service management integration and ITIL.
• Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions.
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
• Conduct regular in depth service and process audits.
• Employee retention, motivation and training.
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
Experience & Qualification Requirements:
• Must have ITIL certification.
• Must have experience managing 20-30 members of a team.
• Needs to be skilled in handling people, complete operations and technical aspects.