Support Services Team Manager for Advania- night shift | Remote SA -10PM TO 7AM
About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft’s leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Position Overview:
We are looking for a Support Services Team Manager to work in our Dedicated Desks team.
This is a remote position that will cover APAC hours (10pm – 7am UK hours).
Responsibilities:
As a Team Manager, you will work on both technical support queries and will also have some line management responsibility.
You will be responsible for:
- Customer Satisfaction: To drive excellence both personally and as a leader exhibiting the highest standards of diligence in all communication with external and internal customers at all levels
- Leadership: To provide guidance, instruction and direction to everyone in their team to achieve set KPIs and exhibit service obsession in every element of their work at Advania UK
- Management: Monitoring the quantitative and qualitative outputs of the team and provide targeted development initiatives to raise performance and achieve SLA
- Employee Satisfaction: To Coordinate team building, ensuring teamwork and overall mentorship of everyone in the team and providing an empowering environment that is a platform for people to perform at their optimum
- Client Engagement: Have strong working relationships with the clients’ key contacts.
- Technical Support: As a player/manager the role will require to provide technical support/escalation where needed
Qualifications & Experience:
- Minimum of 3 to 5 years’ experience of working in or being exposed to a Service Desk environment
- Above average MS Excel/reporting package experience
- Working knowledge and existing client relationship with either BMS or Tysers will be advantageous
- ITIL foundation certification
This is a remote position covering 10pm – 7am UK hours.