ITIL Certified IT Manager

5 days ago


Cape Town, Western Cape, South Africa People Dimension Full time
{"title": "ITIL Certified IT Manager", "description": "Job Summary

We are seeking an experienced ITIL certified IT Manager to join our team at People Dimension. The successful candidate will be responsible for managing and leading a team of technical support professionals to deliver exceptional customer service and support.

Key Responsibilities

  • Monitor daily backlog and coordinate repair activities with technicians.
  • Manage technical escalations and raise technical tickets with vendors.
  • Coordinate customer escalations with vendor customer relationship teams.
  • Provide daily, weekly, and monthly reports and presentations based on vendor requirements.
  • Supervise the customer support team to ensure compliance with performance targets and customer satisfaction.
  • Develop staff to ensure skills levels match current and future operational and customer requirements.
  • Apply ITIL processes into operations.
  • Develop interlocks between teams and Service Operations teams.
  • Develop team targets.
  • Work with supervisors to improve staff performance.
  • Forecast, plan, and set up business strategies.

Requirements

  • National Diploma in IT.
  • ITIL certification.
  • Experience managing 20-30 members of a team.
  • 5-6 years' experience in IT service management.

About Us

People Dimension is a well-established company based in Cape Town. We are committed to delivering exceptional customer service and support to our clients.

", "lang_code": "en"}

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