IT Support Manager - Paarl Verfied

Salary Negotiable Paarl, Western Cape Paarl, Western Cape more than 14 days ago 17-01-2021 8:47:09 AM
06-02-2021 2:12:32 PM
Reference: 5646 SH

Job Description:

Functional Lead
Oversee and manage the resource planning of the Support team, including support issues, installations and professional services.
Performance management. Ensure job specifications, competencies, skills matrix, team charter, high-level career map.
Performance management. Monitor performance of employees against the list above, KPIs, and project and team role requirements. Create appropriate performance management interventions as needed.
Career development. Tailor career growth and upskilling to target skills gaps and/or growth areas. Select appropriate courses/classes/programs and agree on budgeted time/cost.
Monitor and communicate new staffs’ progression through the onboarding process and provide appropriate support to new staff.
Ensure appropriate procedures are in place and are executed when staff leave the organisation.
Lead second-round technical interviews and provide accurate, fair feedback to COO and HR.
Provide appropriate interview questions and assessments to gauge the level of technical competency of candidates.
Check that requests for leave are first approved by the COO. Assist and execute all leave processes/compliance/requests.
Set quarterly team KPIs and Priorities prior to the launch of the new quarter. Each team member is clear of what the KPIs and Priorities are, what they are individually working on, and how this impacts the strategic priorities and KPIs of the business.
Establish metric-driven quality standards for your team and ensure they are understood, readily available to all staff, and regularly reviewed.
Implement appropriate mechanisms for each team to evaluate the quality of work at multiple points prior to the work being seen by the client.
Quality & Communication. Hold regular team forums that contribute to building a culture oriented to trust, open communication, creating thinking, and cohesive team effort.
Gather information, opinions, and feedback from the team to raise in forums outside of the team.
Ensure teams make effective use of their non-billable time designated for team improvement, and limit that time to only what is necessary.
Approve all internal time.
Manage after-hours support shifts.
SLA Management
Ensure team delivers to client SLAs according to agreed Management processes.
Provide first-level contact and assist customers in resolving their queries as needed.
Ensure that escalated queries are assigned appropriately.
Track, route, and redirect problems to correct resources.
Ensure installations are done professionally as per the action plan and billable hours and timelines.
Ensure professional services are being billed for and executed within agreed timelines.
Operate as the lead point of contact for any and all.
Client Management
Ensure client relationships are strong and healthy.
Create and communicate SLAs to the Support team and ensure the team understands the scope.
Oversee the timely and successful delivery of support according to client needs and business objectives.
Ensure that the progress of accounts is communicated clearly to internal and external stakeholders.
Identify and grow sales opportunities and collaborate with Business Development to ensure sales growth. This includes the billing for any professional services such as training, customisation, design, and more.
Work with internal teams to generate ideas for product enhancements.
Document all hardware & software including licensing & network map.
Process
Devise and implement internal standard operating and escalation procedures, taking into consideration the client’s requirements.
Work closely with the QA team on bug fixes and product enhancements. Ensure clear communication to clients on timelines and resolutions.
Work closely with the Development team to follow procedures for the escalation and resolve of development support issues.
Keep abreast of emerging trends and approaches in the market and utilize new methods when required.

Qualifications:

Degree in information technology/computer programming or equivalent.
Relevant experience in maintaining, troubleshooting, and operating integrated IT systems.
Computer literacy with common business applications (MS Word, Excel, Access, PowerPoint, etc.).
Experience with Point of Sale databases (preferable but not required).
Strong analytical skills and creative problem-solving skills.
Organized, detail-oriented.
Professional communications skills- gives clear instruction, good listener.
Ability to be ‘on-call’ for emergencies; flexibility in work schedule to achieve co-op objectives.