Ict Service Delivery Middle Manager
2 weeks ago
-Key Responsibilities:
1. Team Management:
- Deliver a professional level of service and accountability at all times.- Manage the University's ICT support consultants(Technicians) to ensure performance delivery.- Evaluation and quality control.- Ensures processes and procedures are in place.- Ensures compliance.- Deals with all escalated IT problems.- Actively participate in the team to ensure KPA’s and KPI’s are achieved.- On-board new employees & training.- Manage performance, and ensure all employees have a development plan.- Monitor and control leave functions for delegated staff members.- Identify training and development needs by monitoring and evaluating regularly.- Responsible for training and coaching sessions with staff members to assist with their development.- Scheduling and rostering of work schedules: Co-ordinate the process to maintain a consistent service offering throughout the section.- Coordinate the employment of temporary staff as needed during peak and leave periods.2. Ticket monitoring and escalation:
- Ensures that tickets that have been assigned to senior ICT consultants on the IT Service Management system have been resolved in a timely manner in compliance with the requirements and documented procedures.- There may be a need to log incidents or service requests during periods when the number of calls/walk-ins is high.3. Client Service Excellence through operations management:
- Identify and highlight further opportunities for services and process improvements.- First point of escalation for Client dissatisfaction.- Assist with Appointment and Selection process of new staff members.- Encourage staff to share their experiences and expertise with colleagues during formal information sessions and also during their daily activities.4. Reporting:
- Contribute to monthly/weekly reporting- Monitor and report on the management of service level agreements and turnaround times- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.5. Ad Hoc:
- Project Management: manage incoming projects and requests**Requirements**:
- Minimum 5 years’ work experience- An appropriate degree and/or a relevant combination of qualifications and extensive experience at a senior level in the ICT field.- Bachelor’s Degree: Management/Information Systems preferred- Ability to work as part of a high-performance team and to multi-task in a dynamic real-time environment- ICT Service Desk technology and software experienceCompetencies:
An ability to think and act at a strategic level.- Client orientated- Excellent verbal and written communication skills- Well-developed negotiation, facilitation, communication and presentation skills.- Organisational skills- Results orientated- Ability to train, motivate and provide feedback to staff in a team environment.- Attention to detail- Interpersonal skills- Listening Skills- Organisational skills- Team Management and Leadership with an emphasis on facilitating, coordinating guidance, representing, supporting, and initiating.- Problem-solving skills- Ability to work independently under pressure and use own initiative- Resource Management -Scheduling- Stress management skills- Time management- Able to manage sensitive and sometimes confidential information.- Able to demonstrate initiative and a proactive approach to daily tasksDetailed DescriptionJob RequirementsAdditional DetailsHow To Apply- Closing Date: 28 February 2025Minimum Salary- Maximum Salary- CurrencyAmount of Travel- Work At Home
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