Support Service Team Manager Job Vacancy at Content+Cloud – South Africa

Full Time

Website Content+Cloud

Content+Cloud is a leading UK-based cloud services, digital transformation and managed services provider.

Support Service Team Manager Job Vacancy at Content+Cloud

Description

Are you looking for a great opportunity to guide and build a Service desk whilst providing support to one of our many clients?

As a well-seasoned Service Desk Team Manager, you will be managing a team of service desk engineers, ensuring support tickets are responded to within agreed SLA’s and making sure your team of well-equipped engineers are mentored and developed.

Requirements

In showcasing your skills in line with your day-to-day tasks, you are providing support in the below areas:

Operational process support

  • Ensuring conformance of incident and request-response and resolution/fulfillment to agreed best practice
  • Monitoring team outputs and ensuring Quality Assurance remains in focus
  • Actively look for ways to improve service and initiating them or bring them to the attention of others

Administrative Support

  • The development, distribution and management of operational reports (daily; monthly; ad-hoc);
  • Initiation of meetings with stakeholders to resolve issues or collaborate when required
  • Documenting Appraisal meetings with each direct report a minimum of twice annually
  • Delivery of clear and effective communication with a customer focus, in written and verbal formats

Governance and control functions:

  • Demonstrate a high degree of people/relationship management focus and an ability to deal with an administrative workload
  • Coach and help develop team members
  • Active management of resource productivity

Support Service Team Manager Job Vacancy at Content+Cloud – South Africa

Experience and Knowledge Required

  • A minimum of 3 to 5 years’ experience of working in or being exposed to a Service Desk environment
  • Previous experience of working in a highly pressurised environment
  • Natural organizer and process driven
  • Verbal communication – professional phone manner and ability to match the customer’s style/level of communication
  • Written communication – ability to write professional emails and document knowledge clearly and concisely
  • Above average MS Excel/reporting package experience
  • Calm but positive and responsive under pressure
  • ITIL foundation certification

Benefits

Click here for the list of benefits.

This is a remote-first hybrid role. See here for details about our C+C hybrid workstyle.

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