IT Shift Manager

at Key Recruitment
Published July 12, 2022
Location Cape Town, South Africa
Category Management  
Job Type Full-Time  

Description

Job Description

 

Overview

 

Our client is a UK based company with 25 years of experience in delivering IT services and infrastructure solutions to a wide range of customers across varied markets and locations. As a company, they also have a business software division specialising in the Microsoft Dynamics suite and a Business Advisory Consultancy. They are looking to establish a support team based at their offices in Cape Town (Southern Suburbs).

 

Purpose of Role

 

As a Shift Manager you will play a pivotal role leading the work of Client Services Teams both out of hours and during core operating hours. You will be responsible for several mission critical tasks that ensure the smooth running of a team and delivery of a high quality of service to customers and stakeholders.

 

You will make use of your own technical background to manage your teams tasks and ensure that the team are accountable for both their output and quality.

 

This position requires strong inter-personal and management skills to lead your team, with an excellent sense of initiative to provide high levels of resolution, support, escalation and customer satisfaction required.

 

Responsibilities

 

Manage the distribution of work and overall workload of a team of Infrastructure and End User Computing analysts.

Ensure that work across the team is correctly classified and being prioritised in line with customer SLA or KPI requirements appropriate to the work type.

Conduct regular leadership tasks such as coaching, 1:1’s and performance feedback. Pro-actively monitor, control and report against customer SLAs and KPI for your allocated customers for the service your team delivers.

Act as an initial escalation point for any operational escalations including major incident management or formal complaints.

Ensure that effective training is made available and that team members are coached and developed to progress within the business.

Play an active part during any major incidents that may affect your service to customers Help manage the information held in the systems relating to the support of your customers. This includes (but is not limited to) the Customer Information Pack (‘CIP’ ) and knowledge articles within the companies chosen ITSM platform.

Understand and take an active role in the applications/toolset used by your team to support the delivery of services to your customers, making suggestions for improvement where identified.

Develop strategies to make sure that the your team is integrated into the BAU operation teams and ensure that collaboration and open communications occur both within and outside of your teams.

Play an active part in the service introduction and acceptance process to ensure that things are fit for purpose from an out of hours perspective Support the induction process for your team and escalate concerns or support in a timely manner

 

 

Job Requirements

 

Previous experience as IT Shift Manager

Experience in managing staff who work remotely is essential

Experience in working for a managed service provider

Strong leadership and people management skills.

Technical background relevant to the portfolio.

An evident passion for good customer service.

Excellent written and verbal communication skills.

Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.

Manage and prioritise tasks/time efficiently and encourage the same in others throughout your team.

Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision. Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.

ITIL foundation qualification or better .

Experience of managing, measuring and improving team performance.

Willingness to support and mentor junior members of your team and peers within Service Operations.

Able to excel under pressure and meet deadlines.

Demonstrate a creative approach to problem solving and conflict resolution within your team.

 

Interested candidates can send their CVs

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