Job Purpose
Reporting to the Operations Director, the Support Manager will play a central role in the growth of INET CS through their recognised expertise and its application in a customer orientated environment
Support the development of your team to include competence development across all sectors such as, delivery, sales support, solution architects & project management.
A Key deliverable will be utilisation and efficiency of all resources within your PA and the resolving of all customer issues per Service level Agreements
Responsibilities:
- Set and maintain the culture (values) of the company.
- Provide direction, support and guidance to the Operations Manager, to ensure the accomplishment of company operational and commercial strategies for your Practise Areas.
- Creating a positive and motivating atmosphere in the company relating to your Practise Areas, providing better growth opportunities for INET employees.
- Responsible for the implementation of best practise policies and procedures for your PA (Quality, Way of Working (RACI)) within INET.
- Support the Directors and senior managers in procuring the competence required to grow INET’s business for your PA’s
- Be objective 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 INET
- Facilitate regular team meetings to ensure a high level of communication and interoperability between teams.
- Liaise with INET Sales Manager to support sales opportunities as required
- Give presentations and generate reports for the reference of the company and the directors as required pertaining to your PA’s.
Support (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 scheduling process of service requests to ensure full utilisation of resources.
- Achieve utilisation targets for Customer Experience 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 Ops Manager) for customer problems that cannot be resolved effectively.
- Drive problem investigations and resolution as required.
- Escalate service desk issues to Operations Manager as required
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Field Service
- Manage the daily activities of the field service & desk team 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.
- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
- Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
- Conduct risk management on projects as required to ensure all known aspects are considered in advance of planning
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
- Involvement in the design and building of new services.
HR
- Set out a strategy to develop your PA’s 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 PA against agreed efficiency & utilisation 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 field service and service desk team
- Support the Operations Manager in developing competence programmes for senior staff and management team as required
General Administration
- Give presentations and generate reports for the reference of the company and the directors as required pertaining to your PA’s.
- Complete all Autotask Administration in a timely manner
- Entering time and expenses as they occur
- Review and approving the field service and service desk team’s time and expense sheets
- Entering all work as activities, service tickets, or project tickets.
- Ensure all related administration associated with your role is completed in a timely fashion
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
Package: Salary Depending on Experience, Mobile Phone, Laptop
Applcation Deadline: 14/01/2024