IT Operations Manager/service Desk Manager

2 weeks ago

Cape Town, Western Cape, South Africa Recruitment Legends Full time

IT Operations Manager/Service Desk Manager

Cape Town, Remote R R50 000pm


UK based MSP (managed service provider) that is passionate about its people and doing good in the community and genuinely reducing their environmental impact seeks a like-minded, client-centric IT Operations Manager/Service Desk Managerto manage their tech team and service desk.


As an MSP, they manage their client's IT infrastructure, manage cloud environments (Microsoft 365), securing data and devices from cyberattack.


Their clients are the bread-and-butter of the business, and they need to continually demonstrate the value they provide them, empathize with them, and help them grow whilst staying safe from cyberattacks.


You will need to ensure, via metrics and KPIs, that the company maintains a high level of service to its clients.


They have a suite of tools (or "stack") they use to manage and protect their clients and internal systems that they use to help with IT documentation and system automation.

This ever-changing playing field allows them to select and switch the best apps available to them and their clients.

Responsibilities & Duties

  • Support account management with customer partnerships. Establish executive relationships, conduct customer quarterly business reviews (QBRs), advocate for customers, and coordinate across multiple work streams and teams to maintain customer momentum.
  • Manage relationships with customers to cultivate business growth and collaborate with Customer Technical and Implementation Leads and partners to manage and drive successful adoption of Microsoft36
  • Manage the tech team: ensure set metrics are being hit, ensure tech issues don't escalate and generally ensure the smooth running of the tec team daytoday.
  • Assess, test, and implement changes to the company's tech stack including AI apps as well as more traditional services like SaaS backup or EDR.
  • Guide customers through the onboarding journey, building strategic roadmaps and driving achievement of key milestones; be an advocate for business transformation, enabling teams to embrace cloud technologies.
  • Provide best practices and support for M365 solutions; develop best practice recommendations based on the experience gained during customer engagement.
  • Facilitate customer feedback to the tech team and product development functions.
  • Identify process improvements to enable client deliver teams to be more efficient and effective.

Skills:

  • Ideally you will have Microsoft 365 qualifications.
  • Great team management skills.
  • Experience of running a service desk or team, using KPIs & metrics to measure performance.
  • Strong project management experience.
  • Ability to manage conflicting priorities and meet deadlines.
  • Demonstrate a high degree of initiative and take ownership of tasks.
  • You will need to have excellent organisational, collaboration and communication skills.
  • Provide quick and effective resolutions.
  • Assists inter team communication through effective written and verbal communication.
  • Customer / service orientated.
  • Proficient at seeing things from different angles (pros and cons, weaknesses, and strengths)
  • Negotiation skills: care for the customer, passionate to do the "right thing".
  • Engender trust with clients because "you know your topic" e.g., security.

Education

Certifications

  • ITIL (Information Technology Infrastructure Library) certifications, such as ITIL Foundation, ITIL Practitioner, ITIL Intermediate, or ITIL Expert.
  • CompTIA certifications, such as CompTIA A+, CompTIA Network+, and CompTIA Security+.
  • Project Management Professional (PMP) certification from the Project Management Institute (PMI) may also be beneficial.
  • Vendorspecific certifications from companies like Microsoft, Cisco, or VMware, depending on the technologies used within the organization.

Salary:
R43 000,00 - R50 000,00 per month

Education:

  • Diploma (preferred)

Ability to Commute:

  • Cape Town, Western Cape (required)

Ability to Relocate:

  • Cape Town,

Western Cape:
Relocate before starting work (required)

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