IT Support Manager

IT Support Manager


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

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INET Computer Solutions in Numbers

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