Technical Support Teams Manager (Tier 3)

Share and send to your friends !
General Details
Location:
, CenturionPretoria / Tshwane
Advertised By: Agency
Job Type: Full-Time
Description

Duties – internal staff:

  • Management of in-house technical staff, from junior level to senior level.
  • Coordination of technical meetings on a weekly basis
  • Coordination of training plans and career development for technical staff
  • Assigning technical resources to customer specific requirements based on skillset
  • Managing the service desk function
  • Reporting to executive management team
  • First contact for customer complaints in relation to technical performance - Escalating customer complaints to CRM division when needed.
  • Documenting procedures to ensure sustainable support delivery.
  • Accepting responsibility for ensuring that tickets and tasks are completed in a timely manner.
  • Facilitate project management with respect to resource allocation and management for projects related to the sites
  • Assistance with TIER THREE related matters (relates to senior server engineer part of portfolio).

Duties – external staff

  • Daily communication with off-site staff.
  • Communication regarding current state of the site. (Any pressing matters or additional support needed)
  • Facilitate project management with respect to resource allocation and management for projects related to the sites
  • Discuss existing matters and projects
  • Perform site visits as often as needed to ensure good relations with the employee and the client.
  • Coordination of training plans and career development for technical staff.
  • Assistance with TIER THREE related matters (relates to senior server engineer part of portfolio)

Interaction with Site Contacts

  • Report to site representatives on a regular basis
  • Preparation and involvement in IT Meeting report preparation
  • Conducting the IT meeting monthly (or as required) along with the Account Manager
  • Liaise between on-site support team and Exco with regards to senior matters (matters requiring more formal representation)

Administrative and Operational

  • Enforce policies and procedures 
  • Enforce policies and procedures (where applicable) from the customer site
  • Liaise with 3rd parties as and when needed
  • Ensure that company related documents are submit in a timely manner (leave forms, check-sheets, etc)
  • Performance reviews quarterly with report back to Directorate.
  • Registering projects on the relevant portals and leading projects where applicable
  • Escalating HR, sales, technical, financial matters relating to the employee to the correct department.
  • Participation in marketing related activities and contributing to marketing the organisation.

Experience:

  • 4 Years+ experience in a similar role
  • 3 Years+ experience with at le...
All jobs Gauteng IT & Telecommunications Services Sales Development Rep Benefits: Negotiable Location: Johannesburg, Rosebank Type: Permanent Reference: #21563 Company: Datafin Recruitment Drive revenue via new business generation across the…
All jobs Western Cape Marketing & Media Advertising Integrated TTL Senior Strategist Remuneration: negotiable cost-to-company  Benefits: Within the cost to company package Location: Cape Town Education level: Diploma Job level: Mid/Senior…
All jobs Gauteng Retail Sales Festive Season Contract Remuneration: market-related  Location: Vaal Job level: Junior/Mid Job policy: Employment Equity position Type: Contract Reference: #CUMG-5230 Company: Cape Union Mart Responsibilities: Exceed…
Festive Season Contract x3 Remuneration: market-related  Location: Somerset West Job level: Junior/Mid Job policy: Employment Equity position Type: Contract Reference: #CUMG-5149 Company: Cape Union Mart – Old Khaki Responsibilities: Exceed…
All jobs Western Cape Finance & Insurance Accounting & Auditing Finance Operative – FO2 Remuneration: Market related Benefits: Negotiable Location: Cape Town Type: Permanent Reference: #21456 Company: Datafin Recruitment A…