Reporting to the ICT Services Technical Lead, the MSP Support Manager will lead and run the service desk for all ICT Services MSP customers and ICT group companies.
A key deliverable will be utilization and efficiency of all resources within your department, achieving and maintaining a high effective charge out rate for our resources and resolving of all customer issues per agreed Service level Agreements.
Responsibilities:
* Set and maintain the culture (values) of the company.
* Provide direction, support and guidance to the Technical Lead, to ensure the accomplishment of company operational and commercial goals for your department.
* Creating a positive and motivating atmosphere in the company relating to your department, providing better development opportunities for ICT Services MSP employees.
* Responsible for the implementation of best practise policies and procedures for your Department (Quality of service, Way of Working).
* Support the Technical Lead in procuring the competence required to grow ICT Services MSP business.
* Be objective (KPI) driven and cascade objectives to your respective team to ensure company objectives are met.
* Model, Inspire and Reaffirm best behaviour to your fellow colleagues in ICT Services.
* Facilitate regular team meetings to ensure a high level of communication and interoperability between teams.
* Liaise with ICT Services Sales Manager to support sales opportunities as required.
* Give presentations and generate reports for the reference of the company and the Leads as required pertaining to your department.
Customer Experience:
* Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
* Manage the dispatch process of service/support requests to ensure full utilization of resources.
* Manage the weekly scheduled maintenance tasks to be performed for SLA compliance and customer satisfaction.
* Achieve utilization targets for MSP resources and increase productivity of the team as required.
* Communicate with all parties in a constructive manner to guarantee customer expectations are met (as per service level agreements).
* Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
* Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
* Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
* Perform customer follow-up to verify final resolution and determine satisfaction level.
* Interface with appropriate technical personnel (i.e Technical Lead) for customer problems that cannot be resolved effectively.
* Drive problem investigations and resolution as required.
* Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.
* Escalate service desk issues to Technical Lead as required.
* Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
HR:
* Set out a strategy to develop your department within in terms of headcount, competence development and career planning.
* Lead and develop all staff by identifying training needs and focusing on staff quality through their performance.
* Monitor the performance of all staff within your department against agreed utilization & billability targets.
* Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
* Conduct performance evaluations and mentor / coach those with less experience.
* Develop training programs to develop and refine the skills of the support desk team.
General Administration:
* Give presentations and generate reports for the reference of the company and the Leads as required pertaining to your department.
* Complete all Administration in a timely manner.
* Time entry by all resources are completely daily / weekly.
* Review time spent on resolutions and identify trends within the team or in the business and address them accordingly.
* Approving leave requests.
* Assigned work as activities, service tickets, or project based on best fit in the department.
Minimum Qualifications:
* Technical Qualifications to Degree level or equivalent experience.
* Experience in staff relationship development and reporting to C-Level management.
* Strong managerial and leadership skills.
* Excellent communication skills across all main stream mediums.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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