Project Manager (Tech Support)

POSITION DESCRIPTION

• Plan, organize and manage the application support teams to assure appropriate coverage to meet business needs
• Ensure adherence to service level agreements (SLAs) and exceed customer service and satisfaction.
• Develop best practices to implement and continually refine/improve service operations, procedures, standards.
• Facilitate/address triage/analysis, response, resolution, escalation and communication.
• Coordinate with the delivery teams and PMs/delivery managers on technology deployments, releases and maintenance of outages.
• Communicate timelines & schedules, operational issues and impacts to management and stakeholders.
• Develop and implement a helpdesk performance measurement framework to facilitate feedback.
• Create and maintain a training program to constantly upgrade the technical knowledge. Incorporate and follow ITIL/ ITSM framework and have a thorough understanding.
• Facilitate the continued development of the KMS and the overall process on moving to a knowledge management-centric support.
• Assist with customer inquiries and escalations as needed.
• Identify, measure, benchmark, analyse and perform regular review of reports & scorecards.
• Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution
• Analyse results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results.
• Encourage communication of new ideas, solutions, suggestions and problems review for appropriate action or implementation.
• Participate in continuous learning and professional development.
• Perform other duties as assigned.

REQUIREMENTS

• Bachelor's degree/ Engineering in computer science or related technical field.
• Relevant technical and process certifications preferred (ITIL, Agile/Scrum/DevOps).
• 8 to 10 years of experience in managing IT Operations/ Application Support or Delivery.
• Management/supervisory experience with teams in size of 15 to 20 service desk/helpdesk support staff or more.
• Experience with technology implementations and upgrades
• Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers and non-technical management.
• Demonstrated logical thought processes
• Must have the ability to quickly learn new technologies, systems, concepts and procedures
• Project management skills with the ability to manage multiple projects and prioritize activities will be an added advantage.
• Good skills to supervise, lead, coach, motivate and work through others to achieve desired results.

CERTIFICATIONS

• ITIL V3/V4 certification
• Agile/Scrum certification
• DevOps Certification will be an ad on