IT Support Manager

SUMMARY:
A leading provider of customer experience outsourcing solutions is looking for an IT Support Manager to join their team.

The role will involve leading a team of IT support technicians in providing technical assistance and support to employees. The role will oversee the day-to-day operations of the IT support support function, servicedesk, reporting, including ticket management, problem resolution, and system maintenance. They will also be responsible for ensuring the team delivers high-quality customer service, meets service level agreements (SLAs and OLA’s), and follows established policies and procedures.

POSITION INFO:
Duties will include but not be limited to:

• Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
• Manage Service Delivery teams and monitor all procedures related to identification, prioritization, and resolution of incidents, including the tracking and coordination of service desk functions
• Engage with internal stakeholders to define SLAs that take business needs and capacity into account. Implement the SLAs and measure performance against them
• Lead, supervise, and motivate a team of support technicians to deliver high-quality technical support
• Manage and prioritize support requests and escalate issues as necessary
• Provide daily direction and communication to Team Members to ensure connect(helpdesk) tickets are answered in a timeous and efficient manner
• Ensure SLAs ,OLA’s and KPIs are met and regularly report on team performance
• Collaborate with other departments and stakeholders to identify and resolve technical problems
• Continuously improve processes and procedures to enhance the effectiveness and efficiency of the support team as well as understand and adhere to all company policies
• Stay up to date with industry trends and technologies and make recommendations for updates and upgrades as needed
• Provide cover 1st/2nd line level on calls and tickets that come through
• Efficiently onboard new clients according to company standards
• Perform all duties with strict adherence to PCI DSS, GDPR and POPI standards
• Report downtime and complete incident reports when it occurs
• Ensure all relevant IT equipment is asset tagged
• Perform all User Management Tasks e.g processing new users, leavers and CODs

• BSc Computer Science Degree or Diploma in IT
• MCSE, CompTIA Certification or similar
• ITIL Foundation certification is advantageous
• Minimum 3-5 years proven management experience in an IT Service Desk / service delivery or similar role 
• Minimum 5 years’ experience in a technical IT role
• Excellent technical knowledge of common desktop and network operating systems and hardware
• Must have a good understanding of networking concepts e.g., IP Addressing, VLANs etc.
• Excellent understanding of Microsoft applications, and Office 365 environments
• Driver’s license & own car