Job purpose:
To lead and manage the performance of the company’s services in a professional and client-focused manner, ensuring that service levels are achieved in line with contracts and that client expectations are met or exceeded.
To take responsibility for the resolution of all client service requests.
To manage critical client incidents, including appropriate communication and escalation.
To take responsibility for the client support team’s application of company policies and procedures.
To develop the capability of the support team.
To monitor, measure and report on team and individual performance.
To develop account management service relationships and conduct service reviews with clients to measure and improve client service and loyalty.
To contribute towards improvement of the company’s effectiveness, efficiency and overall performance.
Salary
Kshs 85,000 -150,000 based on experience and skills
Responsibilities:
Team management:
Inspiring team members to perform and give their best
Demonstrating, supporting and encouraging a culture of making the client first priority and client service quality
Holding regular team meetings and updates and encouraging a culture of two-way feedback
Managing and analyzing individual and team performance
Monitoring and implementing performance monitoring KPIs
Developing and implementing team and individual motivation strategies
Conducting team member appraisals
Identifying team member training and development needs
Defining and implementing employee training structure
Managing disciplinary activities
Monitoring communication to ensure that team members communicate with clients, and colleagues, in a professional and effective manner at all times
Coaching client service techniques, including call handling
Reviewing and coaching on ticket content and accuracy
Developing team competence through group and one-to-one coaching and weekly training
Managing our client and procedure knowledge base
Recruiting and inducting new team members
Managing the team availability and absences
Operations management:
Managing and supervising BAU activities of the team to ensure that client service level agreements are met and service quality standards are maintained.
Monitoring work quality, call quality and project quality including the use of client follow-up calls
Managing escalations to resolution
Providing support for technical issues
Managing Out of Hours emergency work
Managing Out of Hours project work
Managing client ticket escalations to ensure appropriate and timely responses, involving T1,T2,T3, field and directors where necessary
Project managing complex/large/sensitive work
Prioritising client work and team member workloads without compromising service levels
Scheduling, allocating and balancing workload across team members
Monitoring completion of jobs and providing assistance when required
Supporting production of client infrastructure change management plans / schedules
Resourcing the team to support peaks and troughs in workload effectively
Ensuring clear ownership and resolution of client jobs
Managing coordination of office and field-based engineers
Ensuring understanding within the team of contracted services by client and how to handle out-of-scope requests
Promoting proactive client service delivery
Ensuring proactive monitoring of client sites to identify and prevent potential issues before they occur
Ensuring proper application of operational procedures
Ensuring proper use of operational systems
Collating and reporting SLA and KPI performance information
Improving the quality of internal and client facing communication
Process improvement:
Developing, promoting and maintaining best practice procedures and other documentation as required to ensure efficient and consistent service
Troubleshooting areas of poor performance and offering solutions to resolve issues both in the immediate future and for the longer term
Conducting root cause analysis of new major/critical incidents, identifying solutions or workarounds, to mitigate future incidents
Recommending and implementing operational process improvements
Company operations:
Participating in operational reviews and management meetings
Presenting weekly/monthly information reports to management in respect of service SLAs and KPIs, project and ticket statuses and improvements
Identifying to management any matters relating to the health and safety of both staff and clients
Supporting management in the development and implementation of technology and systems to maximise performance
Communicating and facilitating change management activities
Coordinating with sales on equipment purchases
Account management:
Contributing to the building of positive and productive client relationships
Planning effective account management activities
Ensuring that client reviews are conducted in line with contracts
Conducting client reviews and maintaining communication with clients
Defining and implementing client reporting
Managing the resolution of client complaints
Deputising for others whilst they are absent and undertaking any other reasonable tasks requested.
Experience and Knowledge with:
Microsoft Windows 7 upwards
Active Directory – User Administration, Groups
Microsoft Windows Server 2008R2 upwards
Microsoft Remote Desktop Services
Microsoft Office 2010 upwards
Microsoft Office365
Microsoft Exchange 2010 upwards
Microsoft SQL
Microsoft DFS
Citrix
Cisco, HP Switches and Routers
Trend Micro, Sophos, Windows Defender, Kaspersky
VMWare, HyperV, ESX
Kaseya
PRTG
Internet Connectivity
Print Configurations
Exclaimer
Nextcloud
Veeam
Datto
Sonicwall
Webtitan, Spamtitan, Barracuda
Ubiquiti
Kaseya
ITGLUE
Teamviewer
NetTools
Linux, Webmin
PRTG
DMARC, SPF
Powershell
Third Party Applications such as SAP, SAGE, CFP, QUBE, PROCLAIM, REAPIT
