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Operations Manager
Description
Our company requires an Operations Manager who has been a team leader in an IT Department managing team members, has experience of first line support and help desk functions. An IT dip/deg, and understanding of the software development life cycle is required, as well as being able to manage team members and also their own workload.
Duties
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Day-to-day operational management of staff, including development teams as well as help desk.
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Co-ordinate and monitor staff, resources and projects to provide exceptional service delivery levels.
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Provide assistance to staff in the analysis and determination of appropriate action to respond to customer service.
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Ensure all customer problems are addressed and resolved satisfactorily and in line with the organizational goals and strategies.
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Monitor and ensure all calls have been attended to in the agreed time frame.
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Assist other team leads with monitoring support system and bringing overdue or nearly overdue work orders to their attention or to the attention of other team members.
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Clearly state what can and cannot be done to meet the customer's desires, with a strong emphasis on creatively applying what can be done to meet the customer's needs.
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Design solutions to address customer's key priorities and adapt solutions as needed to changing customer and market demands.
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Optimize and customize support system to best suite business requirements.
Requirements
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Minimum of 3 years management experience in a software helpdesk environment.
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Minimum of 3 years experience in a software development environment.
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Successful candidate will need to be extremely proactive and will need to demonstrate exceptional levels of initiative and perseverance.
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A proven multi-tasker that can seamlessly move from high level strategic planning to comprehensive involvement in front-end customer support and back-end.
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A builder of successful teams; ability to hire, train, manage, highly productive and motivated operations teams.
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Trustworthy with impeccable ethical standards. This position will have access to extremely sensitive Customer and Company data and requires an individual with a proven track record of honesty, integrity and reliability.
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An outstanding communicator, ideally with experience overseeing editorial staff’s work processes and work output.
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Impeccable customer management and communication skills and in particular strong writing skills.
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Ability to manage others workloads.
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Tech-savvy individual familiar with current Customer Operations Technology in an online business context.
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Thorough knowledge of the systems development life cycle.
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Relevant tertiary qualification will be beneficial.
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Expert first line support and help desk experience.
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Good technical documentation skills required.
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Own transport and valid driver’s license required.
Attributes
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Strong communication skills, written and verbal.
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Professional and positive approach.
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Leadership and team building capabilities.
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Highly organized.
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Ability to structure and drive delivery.
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High levels of integrity and trustworthiness.
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Excellent at building and maintaining strong professional relationships.
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Excellent communication and negotiation skills.
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Entrepreneurial approach and flair.
Remuneration: Based on experience
Type: Permanent
If you are interested in this job, please email your CV to jobs@realmdigital.co.za
Ref: Operations Manager
Any correspondence from Recruitment Agents will be ignored.
