Itil Certified IT Manager

2 days ago

Cape Town, South Africa People Dimension Full time

**Introduction**

A well-established company based in Cape Town is looking for a ITIL certified IT Manager to join their team.

Send your CV to hr5 (at) peopledimension (dot) co (dot) za.

**Responsibilities & Duties**:

- Monitor daily Backlog (Download from Compass), Coordinate repair activities with technicians and report progress by COB every day.
- Manage technical escalations and Raise technical tickets with respective Vendor where required.
- Coordinate customer escalations with Vendor customer relationship team (CRT)
- Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.
- Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
- Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.
- Develop interlocks between team and the rest of Service Operations teams
- Develop team targets.
- Working with supervisors to improve staff performance.
- Forecast, plan and set up business strategies.
- To leverage knowledge and skills in the timely operation of the unit.
- Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies
- To leverage knowledge and skills in the timely operation of the unit.
- Drive operational performance and ensure proactively and business initiatives.
- Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers
- Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.
- Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.
- Knowledge of service management integration and ITIL.
- Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions
- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames
- Conduct regular in-depth service and process audits.
- Employee retention, motivation and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines

**Desired Experience & Qualification Requirements**:

- National Diploma in IT
- Must have ITIL certification
- Must have experience managing 20-30 members of a team
- 5 - 6 years' experience in IT service Manager with experience handling teams.
- Experience in handling people, technical and complete operations.

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