IT Operations Manager Ref AC3817
- Plaine Wilhems
- Negotiable
- Permanent
- Added 03/08/2017
- Closing 02/09/2017
We are looking for an IT Operations Manager for one of our clients.
The successful candidate will;
- Have a strong understanding of IT Infrastructure technologies and proven experience of selling IT services and solutions to SME clients.
- Identify and pursue new business opportunities within existing client base
- Manage the client from initial design, onboarding and ongoing activities
- Be able to build strong and positive relationships with the client
- Become escalation point for the client inside the organization for fast resolution
- Interact at a high level within client organisations as a trusted advisor
- Be able to build and document knowledge about the client and their special requirements
- Leverage knowledge of your clients’ environments to assist technical consultants in better serving our clients
- Provide client feedback to the relevant people in the organisation
- Provide the client periodical reports
- Participate in client requested and planned meetings (onsite or via phone)
- Ensure proper escalation, QA, and documentation of all ticket types handled within ServiQual.
- Develop and report KPIs, SLAs, and metric achievements.
- Monitor support queues to ensure availability and take support tickets as necessary.
- Work with management on issues/troubles, process improvements, and internal changes.
- Create and maintain all standard operating procedures for Support Operations.
- Assist with staff recruiting and hiring of new employees
- Plan and conduct new employee orientation to the organisations processes, procedures, and work policies.
- Encourage and promote strong working relationships among staff to improve morale, productivity, and staff retention.
Experience/Skills/Requirements
- Must be a proactive self-starter with ambition
- Ability to manage multiple tasks and projects in a fast-moving environment at the same time
- Demonstrated ability to adapt to new technologies and learn quickly
- Solutions oriented with good problem solving skills
- Professional approach
- Ability to working towards strict deadlines
- General IT Hardware and Software knowledge
- Minimum 5 years of experience working in a customer support or sales engineer
- Excellent written and communication skills
- Ability to effectively communicate with people at all business levels
- A strong ability to build rapport within a team; strong interpersonal skills and customer relationship skills
- Exhibits good listening skills and comprehension
- Excellent presentation skills
- A commitment to customer service excellence
- You have demonstrated an ability to build and QA IT Process, Procedure, and Metrics