Technical Manager - IT Infra
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Job Description
- Supervise and provide mentorship to the team of technical support engineers and systems administrators fostering professional growth and ensuring that all servicelevel agreements (SLAs) are met with high standards of client service.
- Direct the technical operations team in delivering comprehensive managed IT services guaranteeing adherence to client requirements industry standards and the organizations internal guidelines.
- Oversee and manage the incident escalation process ensuring rapid issue resolution and implementing proactive problem management strategies to prevent recurring issues and minimize client impact.
- Continuously develop and enhance operational processes to improve service efficiency uphold consistent delivery standards and ensure compliance with ITIL best practices.
- Serve as the primary liaison for key client accounts handling escalations with professionalism and facilitating proactive communication and detailed reporting to maintain high levels of customer satisfaction.
- Administer change management protocols by ensuring that all infrastructure and application modifications are documented authorized and communicated according to established policies and industry best practices.
- Measure and report on critical performance indicators (KPIs) including response times resolution times and client satisfaction. Use these metrics to pinpoint areas of improvement and optimize service quality.
- Coordinate with various departments such as project management sales and product development to meet client needs align expectations and devise innovative service solutions.
- Establish and manage operational budgets ensuring resource allocation aligns with demand while maintaining a focus on costefficiency and maximizing value.
- Contribute to strategic planning initiatives identifying opportunities to enhance service offerings and supporting the development of new managed services to meet emerging client needs.
- Ensure all operations comply with regulatory requirements internal policies and risk management guidelines maintaining a secure and compliant environment for client services.
- Promote a culture of continuous improvement encouraging team input on operational enhancements and introducing innovative solutions to improve efficiency and client satisfaction.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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