Job Overview
Managing the day-to-day IT operations 24/7, ensuring Client SLA’s are met with regards to services and delivery, and ensuring that the IT Helpdesk provides excellent customer service in supporting the business. Keeping the fault/request queue below the set maximum target and being a role model while setting an example for the desired standards of conduct, leadership, integrity, and professionalism at all times.
Duties & Responsibilities
- Plan and implement moves, adds, changes, and deletions to support the IT infrastructure.
- Responsible for maintaining information on purchases for the assets registry.
- Implement network security at levels set by corporate standards.
- Anticipate difficulties or problems relating to IT and ensure that contingency plans are in place.
- Work with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders.
- Interact constructively with internal clients at all levels to help resolve IT-related issues and provide timely answers through effective implementation of helpdesk and application software.
- Administer and maintain the company’s IT infrastructure and manage all telephone changes.
- Manage day-to-day internal and external client interactions.
- Oversee all helpdesk activities for the location.
- Respond to and resolve escalated Helpdesk issues.
- Manage day-to-day activities of the IT Team.
- Ensure that company IT assets are maintained according to company standards.
- Manage the administration and maintenance of computer stations and software for the company’s training programs and training facilities and provide proactive support.
- Manage troubleshooting, system backups, archiving, disaster recovery, and provide expert support while identifying opportunities for improvements.
- Provide the financial department with IT financial information and manage the purchasing of all software, hardware, and other IT supplies within budget constraints.
- Facilitate the motivation and development of the team by aligning project tasks with team members' career interests while attaining goals and giving feedback on performance.
- Manage IT suppliers and SLAs.
- Perform any other duties consistent with the position of ICT Team Leader.
- Identify opportunities for improvement and make constructive suggestions for change.
- Maintain information on purchases for the assets registry.
- Manage key supplier relationships, costing, and SLAs.
- Communicate with the Management Team and all other levels within the business.
- Provide regular updates to senior management during IT downtime.
- Play a vital role with clients, always being well-briefed and informative.
- Update as appropriate and maintain casual contacts for the good of the business.
- Attend and contribute to regular team meetings to discuss and resolve departmental issues and challenges.
- Remain at the forefront of emerging industry practices and continually investigate IT technologies.
- Identify opportunities for improvement and make constructive suggestions for change.
Desired Experience & Qualifications
- Degree in a relevant discipline or equivalent relevant work experience.
- 5 years of experience in a senior/team lead IT role (preferably in the contact service centre industry: in-house centre within airline industry or international customer care outsourcing provider) advantageous.
- MCSE, CCNA certificate, and ITIL qualification required.
- Advanced knowledge of the following Systems: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre Configuration Manager (SCCM).
- Advanced knowledge of Networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.
- Web Technologies would be advantageous.
- Well-developed knowledge of Telephony applications and concepts.
- Well-developed knowledge of the Genesys Suite of products is an advantage.
Proven track record of organisational and planning skills is essential.
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