Technical Support Teams Manager (Tier 3)

SUMMARY:
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POSITION INFO:

Duties – internal staff:

• Management of in-house technical staff, from junior level to senior level.
• Coordination of technical meetings on a weekly basis
• Coordination of training plans and career development for technical staff
• Assigning technical resources to customer specific requirements based on skillset
• Managing the service desk function
• Reporting to executive management team
• First contact for customer complaints in relation to technical performance - Escalating customer complaints to CRM division when needed.
• Documenting procedures to ensure sustainable support delivery.
• Accepting responsibility for ensuring that tickets and tasks are completed in a timely manner.
• Facilitate project management with respect to resource allocation and management for projects related to the sites
• Assistance with TIER THREE related matters (relates to senior server engineer part of portfolio).

Duties – external staff

• Daily communication with off-site staff.
• Communication regarding current state of the site. (Any pressing matters or additional support needed)
• Facilitate project management with respect to resource allocation and management for projects related to the sites
• Discuss existing matters and projects
• Perform site visits as often as needed to ensure good relations with the employee and the client.
• Coordination of training plans and career development for technical staff.
• Assistance with TIER THREE related matters (relates to senior server engineer part of portfolio)

Interaction with Site Contacts

• Report to site representatives on a regular basis
• Preparation and involvement in IT Meeting report preparation
• Conducting the IT meeting monthly (or as required) along with the Account Manager
• Liaise between on-site support team and Exco with regards to senior matters (matters requiring more formal representation)

Administrative and Operational

• Enforce policies and procedures 
• Enforce policies and procedures (where applicable) from the customer site
• Liaise with 3rd parties as and when needed
• Ensure that company related documents are submit in a timely manner (leave forms, check-sheets, etc)
• Performance reviews quarterly with report back to Directorate.
• Registering projects on the relevant portals and leading projects where applicable
• Escalating HR, sales, technical, financial matters relating to the employee to the correct department.
• Participation in marketing related activities and contributing to marketing the organisation.

Experience:

• 4 Years+ experience in a similar role
• 3 Years+ experience with at least one of the below Remote Monitoring & Management Systems
• nCentral RMM
• Datto RMM
• Kaseya
• Other Know RMM Systems

Qualifications:

• Matric (Grade 12)
• Relevant IT Degree (three year degree at University or Technikon
• At least 3 of the following Qualifications
• Veeam
• VMWARE
• Microsoft
• Azure
• AWS
• Any Security Related Qualification
• Any Firewall Qualification i.e (Sophos, Sonicwall, pFsence, Fortinet)
• ITIL

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