About the Role
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This role is focused on supporting teams to deliver efficient technical services while ensuring compliance with service level agreements (SLAs). The position involves resolving complex issues, managing escalations, overseeing workload allocation, mentoring support staff, driving process improvements, maintaining support documentation, ensuring security compliance, and supporting IT initiatives and policy implementation.
Key Accountability Areas
IT Support Team Leadership and Management:
- Lead and manage IT support teams to deliver efficient technical services while ensuring optimal team performance and service quality.
- Manage workload allocation across support staff, ensuring a balanced distribution of tickets and technical responsibilities.
- Provide leadership guidance and direction to support team members, fostering a collaborative and high-performance work environment.
- Conduct regular team meetings, performance reviews, and capability assessments to maintain team effectiveness.
Service Level Agreement (SLA) Management and Compliance:
- Ensure SLA compliance across all IT support services, monitoring performance metrics and response times.
- Implement and maintain service level reporting mechanisms to track performance against agreed targets.
- Proactively identify potential SLA risks and implement corrective actions to maintain service quality standards.
- Collaborate with service delivery teams to optimize SLA performance and customer satisfaction.
Complex Technical Issue Resolution:
- Resolve complex technical issues across IT, serving as an escalation point for challenging technical problems.
- Provide expert-level troubleshooting and problem-solving for advanced technical incidents and service requests.
- Coordinate with specialized technical teams and vendors to resolve complex infrastructure and application issues.
- Implement root cause analysis procedures to prevent recurring technical problems.
Role Accountability
HR Proficiency:
- Ability to recruit, recognize, and cultivate high performers to create a robust second line of management.
- Ability to identify low performers and guide them to improve or release them.
- Treat subordinates equally without discrimination.
- Use performance assessment criteria for evaluating subordinates to achieve planned results.
- Ensure availability of delegation of authority matrix according to company policy.
Responsibility:
- Take full responsibility for operations as per the job description and required deliverables, in alignment with general company guidelines.
- Anticipate problems and take proactive steps to prevent them.
- Make necessary and timely decisions.
Delivery:
- Deliver required results in a timely manner, ensuring quality and cost-effectiveness.
- Make a tangible difference in the respective area of operations and exceed business expectations.
Business Planning and Performance:
- Transform corporate goals into effective business plans.
- Plan, follow up, and execute annual or development plans, monitoring performance and initiating actions to strengthen results.
- Provide periodic progress reports.
- Monitor and control budgets and expenses to achieve optimum cost efficiency.
Organizational Development:
- Develop the organizational structure according to current requirements while considering future and development plans.
- Ensure availability of job descriptions for all roles and deployment.
Business Process Improvements:
- Develop and coordinate well-defined systems, policies, procedures, and seek automation opportunities.
- Navigate through IT solutions relevant to the job and business.
- Promote the use of automated systems to foster a culture of efficiency.
Quality:
- Uphold quality as a prime competitive advantage, taking appropriate actions.
Adaptation:
- Adapt to new techniques, technologies, management structures, and business models.
Health, Safety and Environment:
- Ensure a safe, secure, and legal work environment as per standard regulations.
Academic Qualification
- Bachelor’s Degree in Information Management Sciences & Systems or any relevant field.
Work Experience
- 6 to 10 years of relevant experience.
Technical / Functional Competencies
- Proficiency in data security encryption tools/techniques.
- Familiarity with emerging network technology and help desk technologies.
- Knowledge of new technology research and technical writing.
- Understanding of technical tools and products, technology industry knowledge, and technology platforms.
