IT Operations Manager Ref AC3817

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