ISP Managed Services Manager
2h ago
source : jobomas

ISP Managed Services ManagerNOC / SMC I have a large ISP client of mine that is currently growing the business and need a NOC / SMC Manager who has extensive experience in overseeing a Managed Services Support division.

Experience with an established and large ISP would be beneficial for this role. This is a permanent position and based in Midrand.

Duties and Responsibilities includes : Manage the daily running of the service deskImplementing service desk strategies and operationsResource management (induction, leave management, disciplinary procedures)Resource planning / coordinating -

  • Organising staffing, including work schedules for technicians, and the number of staff required to meet demandSet objectives for the team's quality and productivity measures;
  • train direct reports to comply with company policies, practices, and procedures to effectively and efficiently accomplish goalsSupervise team of direct reports, complete performance appraisals, provide professional guidance, and other supervisory duties;
  • as neededManaging support call queue (call centre and ticketing system) - ensure tickets are assigned and logged correctlyEnsure all Service Level Agreements are met for incidents and requestsQuality Assurance;
  • review responses to maintain a high standard of qualityMonitor the flow of resources through the process to ensure delivery to clients is in line with Clients SLA'sReporting -

    Recording statistics, user rates and the performance level of the service desk and preparing reports for breached SLA calls, 80% SLA calls, recurring support calls and priority 1 callsAssist with guiding technicians in escalation calls and ensure client satisfactionCoordinate training requirements of Service Desk personnelEstablish and consistently maintain an environment that leads to opportunities for both team and individual growth by rewarding accomplishmentsOversee and document client interactions and the status of efforts to resolve incidentsMinimum Requirements : Relevant degree and ITIL qualificationMinimum 5 years management experience in an IT SMC / NOC environmentExtensive experience in an ISP environment Experience with ITIL processTechnical skills will be an advantage but not essentialExcellent oral and written communication skills, including the ability to interact effectively with executives, technical support, sales, vendors and peersAbility to effectively prioritise in a fast paced, frequently changing environment while remaining detailed and organisedKnowledge of managing service requests and incidentsAbility to work under pressure while consistently meeting time sensitive deadlinesProblem solving, Leadership and Conflict Resolution skillsMust be a team playerExcellent communication skills (verbal and written)TCTC is negotiable depending on level of skills, experience and qualifications.

    Benefits include : Provident Fund and Medical Aid

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