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Service Operations Manager
2 months ago
At Forfusion Ltd, we're committed to delivering exceptional project delivery and IT Managed Services as Cisco Experts to our clients. We're seeking a highly skilled and motivated individual to join our Managed Services team as the Service Operations Manager.
This is an exciting opportunity to lead a team of technical professionals and contribute to the successful delivery of world-class IT Managed Services to our customers.
Key Responsibilities- Supervise and motivate the Service Desk team members to ensure excellent customer service and support.
- Manage the support to customers (internal and external) and ensure that service levels are achieved.
- Ensure that staff are meeting and exceeding expectations on performance, meeting defined metrics/benchmarks, and that standards and processes are followed.
- Provide leadership to the Service Desk team and contribute to the successful delivery of innovative IT Managed Services to our customers.
- Report to the Head of Service Operations.
- A minimum of 7 (preferably 10) years relevant experience in a support desk engineering or similar technical role, with one to three years of managerial experience.
- Exceptional customer service capability.
- Demonstrate previous working experience which involved the leadership of Support Desk teams and the mentoring of peers.
- Established practitioner of stakeholder management.
- Strong relationship management experience; ability to interact with people at all levels of the business with the confidence to influence and negotiate, including with customers.
- Familiarity with Cisco technologies and services around networking, security, data centre and collaboration.
We offer a dynamic and supportive work environment that fosters growth and development. We're committed to investing in our employees and providing opportunities for advancement and professional growth. If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
