Cape Town City Centre: Shift Manager IT

About the Role

The Shift Manager IT is a critical role that requires a highly skilled and experienced professional to manage a small team of IT, Network, and voice engineers in Cape Town City Centre. The successful candidate will be responsible for overseeing customer support tickets, ensuring the highest standard of service delivery, and actively involved in recruitment, mentoring, management, and disciplining staff.

Key Responsibilities

• To ensure the on-going operational management of a Service Team is conducted in line with contractual terms and conditions and procedures defined.
• To proactively monitor tickets processed through the Service Team, ensuring SLA achievement, identifying customer specific or on-going issues, and owning escalations within the team.
• To communicate with customers and attend remote meetings, as necessary.
• To investigate and report on escalated technical issues.
• To ensure new policies and procedures are implemented and maintained.
• To ensure all customer, departmental and interdepartmental contact is professional, non-confrontational and a positive customer service is always portrayed.
• To manage training and developmental needs of the team in conjunction with the Head of Networks through individual performance management and to provide feedback through appraisals and review processes.
• To help develop and implement improvements and processes, motivate the team, and ensure KPIs are met, ensuring all improvements are in line with the wider Services Team.
• To ensure that the team enjoy working for our client, forming a welcoming and professional yet fun environment.
• Any other duties as may be deemed necessary within the parameters of the role.

Requirements

• Exposure to Service Desk Management (ideally in an MSP environment).
• People management experience.
• Ability to communicate with customers in clear English.
• Strong written and verbal communication skills.
• A proficient level of understanding in technology stacks we support, such as Microsoft 365 Firewalls, routers, Wi-Fi, and switches (e.g. Cisco, Meraki, Extreme, Fortinet) Voice systems Microsoft Operating systems End user computing Internet connectivity.

Qualifications

• A diploma or degree in a Technology subject, or a related field.
• ITIL foundation.
• Technical product certification (in one or more of the technology pillars).

Note: As there are no qualifications mentioned in the original job description, I have left this section blank.