Job Description

Job Summary Responsibilities: Operational Planning: - Develop and implement strategies to achieve a mean time to resolve of less than 1 day. - Identify and integrate new, efficient methods for technical support delivery. - Plan and coordinate team activities to meet operational goals. - Analyse performance data to continually refine support processes. - Proactively identify and remove operational blockers Operational Implementation: - Oversee the day-to-day operations of the second line technical support team. - Ensure effective handling and resolution of escalated technical issues. - Maintain a high level of technical proficiency within the team. - Monitor team performance against KPIs and adjust tactics as necessary. - Manage access to internal and external portals and systems, ensuring the team has the necessary tools Budget Management: - Manage resources and budget to optimise cost-effectiveness. - Implement cost-saving initiatives without compromising on service quality. - Regularly review operational expenses and seek opportunities for efficiency. Customer Satisfaction: - Ensure high levels of customer satisfaction and service quality. - Develop and implement feedback mechanisms to gather customer insights. - Foster a customer-centric approach within the team. - Measure and analyse customer satisfaction metrics for continuous improvement. Supervisory / Leadership / Managerial: - Lead and motivate a team of technical support agents. - Conduct performance evaluations and manage team development. - Address and resolve team conflicts, maintaining a positive work environment. - Implement disciplinary measures when necessary. - Ensure the team meets both individual and collective objectives. - Facilitate regular training and development programs to ensure team effectiveness in their roles. Requirements: Education: - Minimum of 3-year tertiary diploma in relevant field - A+, N+, ITIL and CCNA (an advantage) Experience: - Minimum 3 years experience in customer operations - 2 Years experience in Similar role in an ISP Advantageous - 1 Year in a real-time monitoring or workforce management role (advantageous) &/or - Leadership experience Should you not receive a response within 10 working days please consider your application as unsuccessfulTalent EvolutionRecruiter

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