Service Desk Manager Gauteng - Gauteng
Motivity ICT
Purpose of the role Support Client's Wholesale and Enterprise customers in the telecoms industry. Lead the support groups in providing support services, reporting on performance of the team against set SLA's and OLA's. Overall Overseeing the desk day-to-day operations of the desk Manage Client relationship (both internal and external customers) including Vendors and Suppliers Performance monitoring and SLA Compliance. Reporting Identify problems and trends while developing team strategy and objectives. Tools selection, quality assurance, process and procedure definition. Employee skills development, Training, perfromance recognition and reward. Technical Support Provide core 1st level technical support. Provide Tier 1 support for Voice technologies, IP services and transport technologies. Resolve all technical escalations for all wholesale customers for the specified technologies. Operations Management Identify opportunities for the appropriate and cost-effective investment of resources within the business unit. Identify emerging, cutting-edge practices, systems, equipment, and technologies to be introduced within the business unit. Keep current with trends and issues in the industry, including current industry best practices and industry innovations. Ensure the team accurately and regularly captures operating data onto the information system/s to enable access to reliable data and reporting for trend analysis and decision making. Mitigate risks against people and physical assets. Leadership Manage the employee relations climate and ensure corrective action is taken where required, in line with relevant legislation and company policy. Monitor team performance and provide regular feedback. Coach and support regional team members where necessary to achieve objectives. Manage and deliver on succession plans to enable the development of a future generation of leaders and specialists and ensure optimal turnover and retention levels are maintained. Champion training and development of the teams through the utilisation of available training opportunities or by contributing to the development of new training solutions in collaboration with training specialists. Degree or Diploma in IT, Computer Science or Management information systems A, N CCNA, MCSE Minimum of 3 - 5 years' experience Customer Oriented Positive attitude Willingness to help Good listening skills Desire and commitment to providing exceptional service to customers Self Management Time management skills Ability to learn quick Ability to work under pressure Self-organized, self-monitoring and self-motivated Ability to deal with changes effectively People Management Accountability Conflict resolution Delegation Clear communication and problem solving Managing deadlines and deliverables Empathy and trust
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