IT Service Manager

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio.

We are currently looking for a highly proactive and detail-oriented IT Service Manager to join one of our clients' teams. If you're looking for an exciting opportunity to grow in an innovative environment, this could be the perfect fit for you.

Key Responsibilities:

- Ensure the consistent delivery of IT services across various platforms, including network infrastructure, hardware, software, cloud solutions, and internet connectivity.
- Implement and monitor service management tools (e.g., HALO) for optimal ticket handling and resolution processes.
- Provide exceptional technical support to clients or users through various channels (phone, email, chat) to resolve issues promptly.
- Address client complaints within agreed SLAs (Service Level Agreements).
- Manage a service desk team to handle routine and complex technical inquiries efficiently.
- Monitor for unusual activities that may indicate potential security breaches.
- Track the performance of IT systems and infrastructure using monitoring tools to identify bottlenecks or inefficiencies.
- Regularly analyse data to ensure optimal resource allocation and system uptime.
- Oversee the incident response plan, including the timely escalation of issues to higher levels if necessary.
- Ensure that all incidents are logged accurately and resolved within agreed SLAs.
- Identify areas for improvement in service delivery processes and implement changes to enhance efficiency and reduce costs.
- Provide training and support to staff to improve service quality and client satisfaction.
- Monitor and manage IT service budgets, ensuring that services are delivered within financial constraints while maintaining quality standards.
- Collaborate with other departments (IT, operations, sales) to align service goals with organisational objectives.
- Build strong partnerships with clients to understand their needs and ensure the delivery of tailored solutions.

• Relevant Bachelor's degree in Computer Science, IT, or a related field. Additional certifications such as CompTIA, Cisco, or Microsoft Certified can be advantageous.

• Extensive experience in managing IT services within a senior or managerial role. Proven track record of successfully delivering high-quality IT support across various industries.

• Technical Expertise: In-depth knowledge of current technologies, including ticketing systems (e.g. HALO), automation tools, and monitoring platforms. Familiarity with cloud-based solutions and virtualisation environments is a plus.

• Strong interpersonal skills to build trust and deliver exceptional customer service. Ability to interact effectively with clients at all levels.

• Analytical mindset to identify inefficiencies in IT processes and implement systematic improvements. Experience in streamlining operations or developing best practices is advantageous.

• Quick and accurate diagnosis of technical issues, ensuring solutions are implemented efficiently and effectively.

• Clear and concise communication abilities for internal team coordination and external client interactions.

Bonus:
Experience with managing customer success programs (e.g., CRM systems like Salesforce) to track client satisfaction and retention.
Expertise in incident management frameworks, such as NIST's Cybersecurity Framework (CSF) or ISO 27001.
Knowledge of advanced technologies like AI-driven threat detection, machine learning for anomaly detection, and cloud-native security solutions.