Are you a motivated leader with a passion for driving exceptional service delivery in IT support?
This is a fantastic opportunity to lead a high-performing team, optimize support processes, and deliver outstanding service to customers.
AUTOMATION COMPANY specializes in full-service solutions and support, empowering clients with the time and flexibility to focus on their core activities.
The services we provide include technical assistance, security management, project coordination, asset management, disaster recovery, backup administration, business continuity, cloud services, hardware sales, compliance, and more.
What does AUTOMATION COMPANY offer?
* Career development in a leading environment.
* Permanent full-time employment with a competitive salary package.
* Excellent customer engagement role.
* Energetic and positive workplace culture where people enjoy what they do, have a laugh, and work closely together.
* Training and upskilling opportunities.
Key Role Responsibilities
There are two essential parts to this job that any candidate must be able to fulfill in order to be successful:
* Talent Acquisition: Continually find and recruit talented individuals to work under you in our growing service desk team.
* Performance Management: Ensure optimal performance of the service desk staff and take action to address any shortfalls in performance.
Secondary Responsibilities
Team Leadership, People Management
* Lead and inspire a team of service desk analysts, ensuring effective technical support.
* Monitor performance against key performance indicators and implement continuous improvements.
* Coach, mentor, and support the professional development of your team.
* Foster a positive, collaborative team culture and conduct regular performance reviews and one-on-ones.
* Ensure secure onboarding and offboarding of service desk staff.
Service Desk Operations
* Manage daily service desk activities and ensure prompt resolution of technical issues.
* Act as the key escalation point for complex incidents and service requests.
* Oversee the ticketing system, ensuring efficient prioritization and resolution within established service level agreements.
* Support IT projects by liaising with stakeholders and coordinating service desk resources.
Process Improvement & Reporting
* Refine and enforce support processes, policies, and best practices.
* Deliver regular performance reports to the CEO and identify trends to drive improvement.
* Explore opportunities for automation and workflow enhancements.
* Collaborate with broader IT teams to ensure seamless end-to-end support.
Enhancing the User Experience
* Champion a user-centric approach with a focus on excellent service delivery.
* Address user feedback and implement solutions to enhance satisfaction.
* Provide training and documentation to empower users and reduce common support queries.
Requirements
* Proven experience in an IT Service Desk or IT support leadership role.
* Strong understanding of ITIL processes and service management best practices.
* Excellent communication, people management, and problem-solving skills.
* A proactive mindset with a passion for continuous improvement and team development.
* Be a citizen of the country of operation.