ITIL certified IT Manager

IntroductionA well-established company based in Midrand, Johannesburg is looking for a ITIL certified IT Manager to join their team.Send your CV to hr5 (at) peopledimension (dot) co (dot) za.Duties & Responsibilities: • Monitor daily Backlog (Download from Compass), Coordinate repair activities with technicians and report progress by COB every day.• Manage technical escalations and Raise technical tickets with respective Vendor where required.• Coordinate customer escalations with Vendor customer relationship team (CRT)• Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.• Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.• Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.• Apply ITIL processes into operations.• Develop interlocks between team and the rest of Service Operations teams.• Develop team targets.• Working with supervisors to improve staff performance.• Forecast, plan and set up business strategies.• To leverage knowledge and skills in the timely operation of the unit.• Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies.• To leverage knowledge and skills in the timely operation of the unit.• Drive operational performance and ensure proactively and business initiatives.• Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers.• Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.• Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.• Knowledge of service management integration and ITIL.• Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions.• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.• Conduct regular in depth service and process audits.• Employee retention, motivation and training.• Focus on grooming people from L1 to L2, L2 to L3 within select timelines.Experience & Qualification Requirements: • Must have ITIL certification.• Must have experience managing 20-30 members of a team.• Needs to be skilled in handling people, complete operations and technical aspects.Experience: • 5 - 6 year as an IT Service Manager.• Experience with handling teams.Qualifications: • National Diploma in ITPackage & Remuneration R 25 000 - R 30 000 CTC (Experience dependent)Interested? Medical aid benefits and the position is office based.