Technical Manager at First Group

Job description

First Technology is looking for a Technical Manager to join our growing team in the Western Cape.

Main purpose of the job:

Give tactical direction to the technical services division and ensure operational delivery of all services sold. Perform supervision, mentoring, coordination and reporting tasks for a large team of engineers and service support team members, facilitating service excellence, contractual alignment, value add and a proactive / innovative mindset.

Main duties and responsibilities:

• Oversee all technical services functions and delivery stream.
• Instil a level of maturity in the department to enable it to start servicing larger SME customers (+1000 users) and become the biggest contributor to company profits
• Ensure that certain functions of the department are predictable and structured while ensuring that other functions are agile, flexible and quick to react to requirements
• Ensure that internal systems enable the rest of the company to fulfil its functions
• Liaise with other business units heads to build consensus for a mutually beneficial working relationship that leads to profitable services
• Implement industry methodologies and quality management systems
• Facilitate a high performance culture in which team members can grow and excel
• Align the technical services department with the rest of the company’s strategy
• Create appropriate focus areas in line with operational requirements
• Analyse current and future profitability of certain services and contracts
• Think outside of the box, challenge the status quo and innovate, all in the interest of better operational efficiency and service excellence
• Feed information regarding the team’s performance and needs to management
• Perform analysis and reporting on ticket statistics, providing insightful information that aids in the measurement and improvement of the service
• Liaise with the Service Delivery Manager to ensure smooth execution of services
• Manage our local IT infrastructure in the same way as our customers’
• Personally oversee key systems such as the monitoring and ticketing systems
• Set appropriate performance metrics and measurements and enforce them
• Mentor the team members to work according to the best processes, methods and targets in order to deliver an excellent service
• Supervise the team to ensure that they are scheduled, available and productive in their roles on a day to day basis
• Ensure that the right amount of resources with the right amount of skills, training and certifications are available to deliver our services to customers

Essential experience:

• At least 5 years in a leadership role
• At least 5 years of technical roles prior to the leadership one

Desirable experience:

• Project management experience

Essential qualifications:

• ITIL Foundation
• Foundational technical certifications like MCSE and CCNA
• Desirable qualification:
• VMware VCP
• PRINCE2
• Behavioural characteristics and competencies:
• Strong communication and prioritisation skills
• Willing to make tough decisions and take accountability
• Wanting to innovate and create value
• Highly motivated, disciplined and ambitious
• Happy to work within the “grey areas” of scope and time
• Strategic and tactical thinking
• Ability to balance risks with opportunities
• Influencing and mentoring skills
• Strong documenting skills
• Excellent presentation skills

Working hours:

08:00 – 17:00, Monday – Friday - Availability after hours for escalations