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