- Direct all operational aspects to manage all on-site installation, repair, maintenance and test tasks - Develop and maintain staff schedule to include rotation to other service areas - Provide training, coaching, development and motivation - Coordinate internal resources and third parties/vendors for the flawless execution of projects - Ensure resource availability and allocation - Identify areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities - Oversee tracking of issues through to resolution, within agreed time limits - Address customer and employee satisfaction issues promptly - Properly escalate any unresolved issues to the NOC - Provide prompt and accurate feedback to customers - Refer to internal database or external resources to provide accurate tech solutions - Ensure all issues are properly logged in the trouble ticket system - Prioritize and manage all open issues and delegate to appropriate staff - Follow up with clients to ensure their IT systems are fully functional after troubleshooting - Document technical knowledge in the form of notes and manuals - Maintain friendly relationships with clients

- Proven work experience as a Support Manager, IT Help Desk Manager or similar role - Excellent organizational skills - Results driven and customer focused - Leadership and human resources management skills - Ability to effectively communicate with all levels of the organisation - Familiarity with remote desktop applications and trouble ticket software - Excellent problem-solving and communication skills - Ability to diagnose and troubleshoot advanced technical issues - BS degree in Information Technology, Computer Science or relevant experience - Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus