Summary and purpose of the Job:

The Shift Manager is responsible for managing a small team of IT, Network, and voice engineers, overseeing customer support tickets, including achievement of response times and the accomplishment of call resolutions, ensuring the highest standard of service is always delivered.

Additionally, there is active involvement in recruitment, mentoring, management and, if required, disciplining of staff. Due to the team size, this is also a hands-on technical role where there is an expectation to log cases, triage, support our customers and handle escalations.

As this is a hands-on role, our client is looking for previous technical experience in one or more of the fields of IT, Networks and Voice support. Ideally having a Managed Service Provider (MSP) background, the successful candidate will be able to demonstrate how they have supported customers and been exposed to some team management.
They are seeking ambitious and customer centric individuals to manage each of the 24/7 shift teams in South Africa. The successful candidates must be self-motivated, good decision makers and be able to work independently within the parameters set by the wider team management.

Responsibilities (but not limited to):
The extent of your duties will include but are not limited to:
?To ensure the on-going operational management of a Service Team is conducted in line with contractual terms and conditions and procedures defined.
?To proactively monitor tickets processed through the Service Team, ensuring SLA achievement, identifying customer specific or on-going issues, and owning escalations within the team.
?To communicate with customers and attend remote meetings, as necessary.
?To investigate and report on escalated technical issues.
?To ensure new policies and procedures are implemented and maintained.
?To ensure all customer, departmental and interdepartmental contact is professional, non-confrontational and a positive customer service is always portrayed.
?To manage training and developmental needs of the team in conjunction with the Head of Networks through individual performance management and to provide feedback through appraisals and review processes.
?To help develop and implement improvements and processes, motivate the team, and ensure KPIs are met, ensuring all improvements are in line with the wider Services Team.
?To ensure that the team enjoy working for our client, forming a welcoming and professional yet fun environment.
?Any other duties as may be deemed necessary within the parameters of the role.

Experience in the following areas are required:
?Exposure to Service Desk Management (ideally in an MSP environment).
?People management experience.
?Ability to communicate with customers in clear English.
?Strong written and verbal communication skills.
?A proficient level of understanding in technology stacks we support, such as.
Microsoft 365
Firewalls, routers, Wi-Fi, and switches (e.g. Cisco, Meraki, Extreme, Fortinet)
Voice systems
Microsoft Operating systems
End user computing
Internet connectivity

The following certifications would be beneficial:
?A diploma or degree in a Technology subject, or a related field.
?ITIL foundation.
?Technical product certification (in one or more of the technology pillars).

Additional skills required
?A customer focus and a strong 'can do’ attitude.
?A collaborator and the ability to work with people of all working styles, backgrounds, experience, etc.
?Excellent influencing and people skills with the ability to communicate at all levels.
?Ability to prioritise and manage multiple assignments at any given time.
?Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
?Must be flexible and able to commit the time required to get the job done in line with business needs.
?Highly organised with excellent time management skills and attention to detail.
?Eagerness to learn and develop and willing to go the extra mile.
?Reliable and approachable.