ITIL certified IT Manager - Johannesburg
Introduction A well-established company based in Midrand, Johannesburg is looking for a ITIL certified IT Manager to join their team. Send your CV to hr5 (at) peopledimension (dot) co (dot) za. Duties & Responsibilities: • 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. • Apply ITIL processes into operations. • 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. Experience & Qualification Requirements: • Must have ITIL certification. • Must have experience managing 20-30 members of a team. • Needs to be skilled in handling people, complete operations and technical aspects. Experience: • 5 - 6 year as an IT Service Manager. • Experience with handling teams. Qualifications: • National Diploma in IT Package & Remuneration R 25 000 - R 30 000 CTC (Experience dependent) Interested? Medical aid benefits and the position is office based.
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