Operations Manager: End User Support

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Job Purpose

Responsible for the provision and co-ordination of the day-to-day GIT End User
Support operations. Ensure high levels of customer service and act an
escalation point to both Senior Management and support teams. Drive the team to be consistent, effective and high performing. Work closely with various levels of management throughout the organisation to implement change and adopt formal incident management process activities while instilling a culture of continuous improvement.

Responsibilities

Leadership and Direction
Communicate the actions needed to implement the function's strategy and
business plan within the team; explain the relationship to the broader
organisation's mission, vision and values; motivate people to commit to these
and to doing extraordinary things to achieve local business goals.
Create a service-oriented, highly-collaborative culture and ensure that the ITIL
framework is adopted from an organisational level, with a starting point from GIT.

User Support
Manage a large user support area, typically working through a team of managers and supervisors, developing a user support plan and planning and organising complex user support activities to meet user support standards.
Ultimate responsibility for ownership of all customer incident, or logged requests.
Ensure a timely and effective response to user queries and problems through a
well-executed request and incident management process through the effective
use of IT systems and a professional End User Support function. Effectively
communicate during and after major incidents.
Ensure testing of SLA parameters to ensure alignment to business requirements.

IT Support
Drive support in the following key areas: Microsoft end-user systems; O365 enduser support; Lenovo end-user devices support; Remote user tools (Mobile
Phones, VPN and other remote devices and technologies); Meeting and
Conference room infrastructure; VIP support (C-Level and other VIP end users);
1st and 2nd line end-user support.
Provide effective work support off-hours as required, including weekends,
holidays, and 24/7 on-call responsibilities.

Operations Compliance and Management
Manage a significant operational area for the organisation.
Support the overall GIT strategy by developing and delivering operational plans
and outcomes for a large portion of the business. Drive the End User Support
teams to instill a customer service culture that delivers. Day-to-day management of First line technical service desk and support to respond to Internal/external customer incidents and queries via email and phone.
Manage and coordinate of support processes, procedures and support
documentation. Escalate and inform Senior Managers of all major operational
issues. Monitor and review performance and behaviors within the team, identify and resolve non-compliance with the organisation's policies and relevant
regulatory codes and codes of conduct. Track incidents to conclusion in line with SLAs and quality standards. Ensure End User Support teams accurately record call data.

Stakeholder Engagement (Internal & External)
Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
Build service relationship with customersEnsure effective Vendor Management (Support / SLA) on an on-going basis.
Collaborate with business leaders to discuss systems requirements, specifications, costs and timelines.
Interact directly with IT leaders, Managers and key stakeholders to proactively
communicate status on active Problem records.
Partner with other IT lifecycle process owners to ensure alignment and the
consistent and effective delivery of ITSM processes to the organisation.
Contribute to the architecture review board from technology onboarding review
through implementation and operationalisation.
Negotiate SLA's and OLA's with relevant stakeholder, to align with business
requirement and strategy.

Organisational Capability Building
Use the organisation's formal development framework to identify the team's
individual development needs. Plan and implement actions to build their
capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill
personal potential.
Train, coach and mentor the End User Support Leads and Engineers including
career development. Oversee staff activities. Builds/obtains (from other
departments) training material for support staff. As needed, schedule employees working times and provide backup support.

Insights and Reporting
Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.
Prepare and coordinate the completion of various IT reports. To report on the
status of operational fault logs and effects due to major incidents. To ensure all relevant statistics as relating to IT Services are efficiently compiled and
maintained on a monthly basis.
Report breaches of Service Levels during business hours.
Identify trends and change business processes to ensure overall SLA
improvements. Present the reports back to GIT Management and address what the trend reports are showing for optimal improvements.

Performance Management
Develop and propose own performance objectives; take appropriate actions to
ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage Performance of service to ensure that service levels are achieved in line with contracts and that customers’ expectations are met. Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of GIT objectives.

Budgeting
Track budgets and report variances to more senior management. Provide input
into forecasting.

Information Security
Collaborate with the Information Security team to ensure applications, systems, and end-user infrastructure is secured.
Ensure technology is monitored and maintained to ensure maximum access and peak performance.
Identify and mitigate risks in the services organisation

Education

Grade 12/ SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential)

Experience

5 years’ Service Desk & Desktop Support operational experience (Essential) 5 or more years' Proven track record as a Technical Service Desk and Desktop Support Manager (Essential); Experience and Understanding of IP networks traffic, firewalls, routing, Active Directories, Mimecast (Advantageous). 5 or more years' experience running and Managing End User Support teams (Essential)

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