Job Summary: 

• Facilitate a high-performance team environment and employee engagement, measured by KPI attainment, professional development, and management feedback.
• Monitor and report the status of tickets and tasks assigned to the operations center, ensuring items are coordinated, logged, tracked, and resolved in alignment with client agreements and service level targets.
• Manage the dispatch of operations center staff to client sites.
• Guide staff on diagnosing potential problems and implementing resolutions while providing technical troubleshooting support.
• Field and resolve client concerns related to performance or service issues in adherence to customer service principles.
• Develop and communicate policies, expectations, and feedback to staff in support of client retention, end-user experience, employee engagement, process efficiency, and profitable service operations.
• Provide performance feedback and corrective action to direct staff, documenting issues and coaching conversations in accordance with company policy.
• Lead staff in diagnosing and resolving client problems, serving as a technical escalation point for challenging troubleshooting scenarios across diverse technical issues.
• Guide and coordinate Time & Materials projects by scheduling staff activities and collaborating with Accounting to ensure accurate client billing.
• Perform metrics trend analysis and reporting, and guide resultant process improvement, training, and tools adoption initiatives.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Employee Engagement (Soft Skills)
• Task Coordination (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Client Service (Soft Skills)
• Policy Development (Hard Skills)
• Performance Coaching (Soft Skills)
• Metrics Analysis (Hard Skills)

Job Summary: 

• Manage the IT support team by recruiting and mentoring employees, communicating job expectations, and monitoring performance.
• Oversee the day-to-day operation of IT systems and infrastructure across multiple sites, including end-user technical support, network administration, infrastructure performance, security controls, and business continuity.
• Manage technology installations and upgrades while implementing maintenance and support processes.
• Maintain effective relationships with external IT providers to ensure high levels of customer service, technical support, and value.
• Oversee the organization’s information architecture and provide input and support to the IT strategy.
• Prepare and oversee the annual IT budget, develop a three-year capital expenditure plan, and scope new or replacement hardware and software as required.
• Collaborate with contracted IT staff and development teams to support digital transformation projects, encourage innovation, and drive organizational changes to improve effectiveness.
• Manage technology risks and maintain network disaster recovery and backup procedures.
• Maintain IT-related policies and procedures while developing and implementing new policies and procedures as required.
• Facilitate the annual external IT audit and manage timely responses to findings.

Skills on Resume: 

• IT Team Management (Soft Skills)
• Performance Monitoring (Hard Skills)
• Network Administration (Hard Skills)
• Security Controls (Hard Skills)
• Vendor Management (Soft Skills)
• Budget Planning (Hard Skills)
• Digital Transformation (Hard Skills)
• Risk Management (Hard Skills)

Job Summary: 

• Provide technical support to end-users daily (on-site and remote support).
• Support the development and implementation of the Service Roadmap.
• Ensure successful service delivery by achieving SLA targets and maintaining a high level of user satisfaction.
• Communicate issues and opportunities to vendors to get things done and make things happen.
• Identify and remove obstacles to user satisfaction and financial performance through cost/benefit optimization.
• Coordinate and ensure cooperation between different vendors providing services.
• Identify and manage service risks and oversee Major Incident Management Recovery.
• Work closely with IT service consumers and vendors to identify and manage service improvement activities.
• Contribute to the overall performance of service delivery along with the Head of IT.
• Ensure that hardware and software best practices, as defined by manufacturers, are followed.

Skills on Resume: 

• Technical Support (Hard Skills)
• Service Delivery (Hard Skills)
• SLA Management (Hard Skills)
• Vendor Communication (Soft Skills)
• Cost Optimization (Hard Skills)
• Incident Management (Hard Skills)
• Service Improvement (Hard Skills)
• Best Practices Compliance (Hard Skills)

Job Summary: 

• Create and maintain standardized procedures for IT service delivery, including change management, incident management, and continual service improvement.
• Analyze IT service delivery processes and identify areas for improvement.
• Coordinate and collaborate with the vendor’s account manager, service manager, service desk, and service delivery team to ensure high-quality and efficient IT service delivery.
• Prepare Requests For Change (RFC), ensure Head of IT approval, and oversee vendor registration and execution.
• Test and verify the vendor’s service delivery points (Service Desk) to ensure accessibility as per SLA definitions.
• Provide technical support to all staff for IT-related issues.
• Follow up on incidents, user requests, and change requests to ensure timely resolution.
• Report on service status and sponsor service delivery meetings with vendors.
• Coordinate across different vendors to ensure efficient achievement of service delivery objectives.
• Follow up with vendors when service delivery fails to meet expectations.
• Review IT knowledgebase repositories and ensure that documents and structures are up to date for both end-users and infrastructure.

Skills on Resume: 

• Process Standardization (Hard Skills)
• Service Analysis (Hard Skills)
• Vendor Collaboration (Soft Skills)
• Change Management (Hard Skills)
• SLA Compliance (Hard Skills)
• Technical Support (Hard Skills)
• Incident Resolution (Hard Skills)
• Knowledge Management (Hard Skills)