Position description

Reporting to the ICT Services Technical Lead, the MSP Support Manager will lead and run the service desk for all ICT Services MSP customers and ICT group companies
A Key deliverable will be utilisation and efficiency of all resources within your department, achieving and maintaining a high effective charge out rate for our resources, and resolving of all customer issues per agreed Service level Agreements.

Responsibilities:

• Set and maintain the culture (values) of the company.
• Provide direction, support and guidance to the Technical Lead, to ensure the accomplishment of company operational and commercial goals for your department.
• Creating a positive and motivating atmosphere in the company relating to your department, and providing better development opportunities for ICT Services MSP employees.
• Responsible for the implementation of best practise policies and procedures for your Department (Quality of service, Way of Working).
• Support the Technical Lead in procuring the competence required to grow ICT Services MSP business
• Be objective (KPI) 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 ICT Services
• Facilitate regular team meetings to ensure a high level of communication and interoperability between teams.
• Liaise with ICT Services Sales Manager to support sales opportunities as required
• Give presentations and generate reports for the reference of the company and the Leads as required pertaining to your department.

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 dispatch process of service/support requests to ensure full utilisation of resources.
• Manage the weekly scheduled maintenance tasks to be performed for SLA compliance and customer satisfaction
• Achieve utilisation targets for MSP 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 Technical Lead) for customer problems that cannot be resolved effectively.
• Drive problem investigations and resolution as required.
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.
• Escalate service desk issues to Technical Lead as required
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

HR

• Set out a strategy to develop your department within 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 department against agreed utilisation & billability 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 support desk team.

General Administration

• Give presentations and generate reports for the reference of the company and the Leads as required pertaining to your department.
• Complete all Administration in a timely manner

1. Time entry by all resources is completely daily/weekly
2. Review time spent on resolutions and identify trends within the team or in the business, and address them accordingly
3. Approving leave requests
4. Assigned work as activities, service tickets, or projects based on best fit in the department

• 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

Apply online