staff

The Manager - ICT Customer Services drives the delivery of high quality customer support services across the institute (all campuses) to provide a single point of contact for all incidents, service and change requests, and to act as lynchpin contact between the various stakeholders, i.e., students, faculty and staff, and the ICT customer service function. 

MAIN DUTIES AND RESPONSIBILITIES:
•	Supervise delivery of telephonic online (phone, skype, Zoom, email, remotely etc) and physical support to users in line with agreed SLAs and pre-defined standards. 
•	Actively manage the system for logging, monitoring and resolving ICT systems-based difficulties to provide for continuous performance improvement. 
•	Improve quality of support delivered to users by ongoing feedback on services provided and enhance the skillset of service delivery team in line with the current technology trends and support requirement. 
•	Manage resource capacity and demand, by directing ticket prioritization and escalation to increase first call resolution.
•	Optimize the resource allocation to minimize user down-time and maximize productivity.  
•	Uphold a sense of customer service and measures client/user satisfaction. 
•	Analyze help desk performance using metrics in helpdesk ticketing software to meet departmental and institutional performance goals. 
•	Manages and assesses the performance of team members and identifies staffing needs to fulfill the demands of the users. 
•	Recruit, train and support IT Labs & help desk resident engineers.
•	Develop weekly, monthly, and quarterly reports on help desk team’s productivity. 
•	Collaborate with vendors to implement systems and process improvements and, provide high quality technical support to the users. 
•	Review, analyze and provide feedback to vendors regarding the systems implemented and give suggestions on areas of improvement.
•	Supervise and manage routine operations of ICT Customer Support and IT Labs of both campuses.
•	Ensure all policies and procedures are being followed and further assist in updating them as per the industry standard. 
•	Manage internal and contractual SLAs. 
•	Maintain hardware and software inventories for auditing and tracking purposes. 
•	Any other tasks as assigned from time to time by the supervisor

Qualification and Experience:
Masters degree/MS/MCS Computer Science or equivalent degree from HEC recognized university, ITIL Certified with 6 - 8 years Post-Graduation experience of proven track record of supervising / leading a team  in a ICT customer service (service desk) environment

COMPETENCIES:
•	Excellent communication and interpersonal skills. Command over English, both, written and spoken is a must
•	Present with credibility, engage varied audiences and test levels of understanding 
•	Be flexible, show initiative and respond quickly when situations change 
•	Translate technical and complex information concisely for diverse audiences 
•	Promote a culture of quality customer service in the institute – must have proven leadership track.
•	Customer-service oriented with a problem-solving attitude
•	Raise and work through challenging issues and seek alternatives.

Last date to apply: August 7, 2022

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