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Customer Support Manager Job in Kenya

Computech limited a Kenyan based company which promotes technology for business, is one of East Africa’s strongest ICT business with over 23 years experience.

We are currently seeking to recruit aggressive IT professional to fill in the following position:

Customer Support Manager

Reporting to Technical Support & Technology Outsourcing Manager.

Key Responsibilities

  • Manage a team of 24 + on site ICT Service Desk Support Engineers
  • Manage help desk resources for optimal performance. This will consist of resource management for incoming inquiries, and scheduled projects.
  • Support desktops, laptops, workstations and smart phones. Help desk also provides first level support for all business applications used within the organization.
  • Develop and demonstrate an understanding of customer and business needs and resolve escalated issues
  • Work with management to develop a performance measurements framework and facilitate feedback system for team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
  • Planning and tracking multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on team member performance
  • Working in a multi functional matrixed resource environment.
  • Supervising a team and maintaining a high level of employee morale within the team.
Person Specification

Education & Certifications:
 Graduate in Information Technology and Certifications in MCIP, CCNA, ITIL, and HP-ASP is desirable.

To succeed in the job, the Customer Services Manager must have:
  • 7 years experience, 3 yrs in management with ICT systems and is highly desirable
  • Ability to plan, organize, lead and control resources in a given team environment.
  • Ability to rapidly adapt, gain technical competency and change directions as developments occur.
  • Ability to analyze a problem, seeks alternative solutions, and recommend/ implement solutions while remaining in constant contact with the end user.
  • Knowledge in high level technical HP hardware, CISCO, administrative, and advanced end user understanding of business application environments, preferably including Microsoft, Lotus Notes, Citrix.
  • Knowledge of ITIL and ITIL methodologies, working within the ITIL framework in an operational support environment, including service desk, incident management, change control, and problem management
  • Excellent management, leadership, organization, and communication skills.
  • Strong analytical skills to identify and resolve workflow problems, technical interactions, and procedural conflicts
  • Good experience in people management as well as a genuine interest in working with and helping customers.
  • Good presentation, polite, tactful and friendly character, good understanding of numbers and planning, flexibility, decisiveness and a quick-thinker.
Qualified candidates should send their detailed CV to stating the position on the subject line. 

All applications should be received on or before Friday 18th November 2011.

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