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Job Description
- Knowledge and understanding of best practice frameworks (such as ITIL & Service desk management) for delivering IT services.
- Overseeing the day-to-day operations of the Technical Support Team.
- Acting as a senior agent who will drive customer satisfaction through customer support.
- Providing direct supervision of the technical support staff, which may include recruitment, evaluation, and disciplinary actions.
- Providing oversight, coaching, and training to the staff.
- Reporting and tracking team SLAs and workflows.
- Providing support where needed for colleagues.
- Assisting in the creation of the team KPIs.
- Monitoring team performance and reporting on metrics.
- Implementing any necessary preventive measures to reduce customer faults and issues.
- Reviewing all technical support-related processes and documentation for continuous improvement.
- Evaluating and analyzing support system case trends to prevent future issues.
- IT assets inventory management.
Job Requirements
- 8 years of experience in a relevant position.
- ITIL Certification
- MCSE
- Bachelor's Degree holder in a relevant field.
- MCSA & CCNA certification is a plus.
- Professional services teams
- Internal clients
- Business Services teams (Administration, HR, Finance, Marketing, Group Compliance, IT, Knowledge Management).
- Excellent verbal and written communication skills.
- Proven experience in managing service and support-focused team culture.