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.