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    ITIL certified IT Manager - Johannesburg, South Africa - People Dimension

    People Dimension
    People Dimension Johannesburg, South Africa

    1 day ago

    People Dimension background
    Full time
    Description

    Introduction

    A well-established company based in Midrand, Johannesburg is looking for a ITIL certified IT Manager to join their team.

    Send your CV to hr5peopledimension (dot) co (dot) za.

    Duties & Responsibilities:


    • Monitor daily Backlog (Download from Compass), Coordinate repair activities with technicians and report progress by COB every day.


    • Manage technical escalations and Raise technical tickets with respective Vendor where required.


    • Coordinate customer escalations with Vendor customer relationship team (CRT)


    • Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.


    • Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.


    • Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.


    • Apply ITIL processes into operations.


    • Develop interlocks between team and the rest of Service Operations teams.


    • Develop team targets.


    • Working with supervisors to improve staff performance.


    • Forecast, plan and set up business strategies.


    • To leverage knowledge and skills in the timely operation of the unit.


    • Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies.


    • To leverage knowledge and skills in the timely operation of the unit.


    • Drive operational performance and ensure proactively and business initiatives.


    • Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers.


    • Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.


    • Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.


    • Knowledge of service management integration and ITIL.


    • Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions.


    • Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.


    • Conduct regular in depth service and process audits.


    • Employee retention, motivation and training.


    • Focus on grooming people from L1 to L2, L2 to L3 within select timelines.

    Experience & Qualification Requirements:


    • Must have ITIL certification.


    • Must have experience managing 20-30 members of a team.


    • Needs to be skilled in handling people, complete operations and technical aspects.

    Experience:


    • 5 - 6 year as an IT Service Manager.


    • Experience with handling teams.

    Qualifications:


    • National Diploma in IT

    Package & Remuneration

    R R CTC (Experience dependent)

    Interested?

    Medical aid benefits and the position is office based.

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