Job Description

Our client seeks to hire professionals with at least 20 years of experience. The candidate should possess excellent management skills that allow them to organize the internal team to meet daily workloads and good communications skills to mentor the team and interact with clients. Strong IT skills will be valuable, but they are not a must-have. They will consider candidates that do not have an IT background but have proven managerial and communication skills. The successful candidate will work on a rotational shift schedule as our client operations run 24 hours 7 days a week.

Duties and responsibilities:

• Oversee the day-to-day operations of the service desk,
• Responsible for managing a team of service desk agents.
• Train, and mentor service desk staff, promoting a culture of continuous learning and improvement.
• Contribute to the process of managing tickets or calls logged at the service desk
• Ensure all incidents which are logged, are accurately categorized.
• Be expected to take ownership and resolve or further escalate escalated incidents.
• Collaborate with other departments to ensure seamless communication and support for all client-related issues.
• Ensure tickets are regularly updated with relevant information to facilitate customer communication and timeous resolution
• Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner.
• Monitor and manage service level agreements (SLAs), ensuring targets are met and clients are satisfied.
• Ability to develop and maintain SLAs
• A good understanding of daily IT operations will be beneficial
• Display excellent levels of client engagement.
• Demonstrate operational team management and leadership skills
• Broad understanding of project management principles.
• Excellent communication skills
• Strong problem-solving skills

Qualifications:

• Higher National Diploma in Technology
• Bachelors Degree in Computer Science or related field (advantageous)
• A+ and N+ Certification