Role Purpose: The Head of Enterprise Technical Support will be responsible for ensuring that the Enterprise Technical Support (ETS) strategy and initiatives are
executed with measurable results as defined, provide leadership to the team as well as ensure operational planning and performance management while working with other stakeholders in the business.
Ensure availability of resources to deliver high standards in proactive management of service issues arising from key enterprise customers.
Key Duties and Responsibilities
ETS Strategy: Responsible for ensuring that the ETS strategy and initiatives are executed with measurable results.
ETS Operational Plan: Ensure ETS operational planning and performance management while working with other stakeholders in the business.
Resources & Enablement: Ensure availability of resources to deliver high standards in proactive management of service issues arising from key enterprise customers.
Training & Skills: Develop and implement the team’s technical up-skilling programs aimed at building a superior 24/7 technical support to key customers.
KPIs & Objectives: Ensure that the team delivers on the set objectives for 1st contact resolution, active service monitoring, proactive notification, and proactive service improvement plans.
Systems & Processes: Develop, review, and implement policies, processes, procedures and systems that shall govern the running of the team while ensuring that they are followed to achieve business objectives.
Excellence Initiatives: Develop initiatives to improve ETS performance aimed at achieving service excellence for key customers.
Escalations: Management of escalated technical challenges from engineers and comprehensive resolution within SLA and as per defined support processes and policies.
ETS Budget: Budget/cost analysis and management for the team.
Academic / Professional Qualifications
University degree in IT/Computer Science/Engineering/Telecommunications.
Advanced practical knowledge in Information Technology or Networking.
4-6 years’ senior management experience in a technical customer support or technology management role.
Additional certification in Networking (CCNA, CCNP) an added advantage.
Key Competencies:
Customer & results orientation
Proven expertise in people management.
Experience with managing Enterprise customers’ expectations
Ability to learn new technologies quickly in a self-study environment.
Planning and organizing and pro-active approach
Team-work, communication and co-operation
Willing to work a flexible schedule to meet24/7 business requirements
Proven capability to cascade information. (Training & Coaching)
This position is opened to Kenyan citizens only
go to method of application »
