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About the Role
The Operations Manager will manage a team of senior leads and technical engineers, ensuring 24/7 customer support and meeting contracted SLAs. The role focuses on technical support, staff training, performance management, resource planning, and utilization reporting. Key responsibilities include acting as a top-level escalation point for strategic customers and fostering team communication and collaboration.
Responsibilities
- Manage, develop, and mentor Senior Leads within the Services department.
- Undertake proactive activities such as checking/monitoring of the service desk function.
- Be part of the Management On-Call Rota.
- Serve as a point of contact/escalation for the Service Desk team, managing customers in line with contracted SLAs.
- Join major incident calls as an escalation point.
- Encourage collaborative working within the team to identify issues promptly.
- Ensure problems are identified, logged, and resolved to improve efficiencies and customer experience.
- Develop and maintain support procedures based on best practice, industry standards, and ITIL practices.
- Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
- Assist in vendor partnerships and QBRs with Vendor Management and the Portfolio team.
- Utilize a continual improvement process to ensure maximum efficiencies within the Operations Department.
- Use and develop monitoring tools to reduce incidents and identify problems.
- Develop daily, weekly, and monthly reports on support desk team productivity.
- Act as an escalation point for case management within the team.
- Utilize technology to automate processes and improve case handling.
- Perform 121s with the team, identifying and monitoring KPIs linked to the GTM strategy.
- Conduct regular team meetings to communicate key information and provide feedback to Leadership.
- Manage and approve holidays, on-call/Standby, expenses, and overtime for the teams.
- Undertake utilization activities to confirm skill set gaps and additional staffing requirements.
- Provide board report statistics to the Managed Services Director on a monthly basis.
- Assist in CSAT and NPS initiatives.
- Aid the Service Management team in high-level analysis of historical data.
Requirements
- Educated to A-level/Matric minimum, with a higher education qualification (degree or equivalent preferred).
- Alternatively, relevant and proven industry experience is accepted.
- 3-4 years of experience managing remote teams.
- 3-4 years of experience managing technical support teams.
- Experience in managing support teams that cross-resource (pool) with PS teams.
- A history of working in the service industry with a focus on customer service.
- ITIL v3/4 Foundation or above is desired.
- Ability to manage key stakeholders.
- Knowledge of ServiceNow or other workflow-based support systems.
Skills
- Team building
- Collaborative problem-solving
- Ownership and management of issues to resolution
- Communication with technical and non-technical staff/customers
- Leadership
- Coaching and development of team members
- Logical Thinking
- Relationship Building and Maintenance
- Decision Making Ability
- High computer literacy
- Ability to learn new software
- Inspiring Communication
- Strategic Thinking
- Highly Organized
- Growth Mindset
Experience Level
- 3-4 years managing remote teams
- 3-4 years managing technical support teams
Education Level
- A-level/Matric minimum
- Higher education qualification (degree or equivalent preferred)
- Relevant and proven Industry experience
- ITIL v3/4 Foundation or above (desired)