Job Description

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Job Title:     Technical Services Manager    

Company Name:   Daltron

Department:       Technical Services Group

Location:              Waigani – Port Moresby

Reports to:          General Manager

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General Purpose

The Technical Services Manager manages technical services (Office Automation, IT Infrastructure, Systems Repair, UPS Power, Contracts, Vendor warranty support services) tasks and staff, establishes relationships with external clients to sell Daltron’s portfolio of technical services offerings. The Technical Services Manager is also responsible for putting together solution design proposals for customers as well as responding tenders.

 

This necessitates high levels of commercial management, service level management and leadership, whilst ensuring very high level of technical competency with different range of technical services offered by Daltron.

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Key Tasks and Responsibilities

• Analyzing existing and potential customers' IT systems and providing improved solutions.

• Establishing the resources required for projects and presenting findings to upper management.

• Collaborating with technical staff to create strategic plans to deliver services.

• Analyzing clients’ issues and developing plans to mitigate them.

• Scheduling upgrades and replacements of software and hardware.

• Overseeing the acquisition of new technology.

•  Hiring and training new staff.

• Keeping abreast of developments in the technological and management sectors.

• Attending workshops and scheduling refresher courses as required.

• Putting together end to end enterprise solution design proposals for customers and tender submissions.

• Develop Service Level Agreement contracts with Contracts team to give to customers for technical services support.

• Prepare cost estimates required for operations, labor, and materials

• Maintain documentation and proper records of work operations and decisions taken

• Supervise and coordinate technical staff operations to ensure proper resolution of company/client problems

• Provide hands on training and mentoring as well as organize vendor specific training and certifications to technical staff to ensure a competent and effective workforce

• Liaise with technical service team leaders and senior management to develop tactical plans for the delivery of professional services

• Develop and implement policies and procedures for the performance of work operations

• Coordinate and assign to technical personnel according to their capabilities to ensure an even distribution of workload

• Manage major overseas ICT vendor and manufacturer partnership.

• Monitor and review employee work performance to identify areas of inefficiency

• Mentor and motivate technical staff to deliver timely and high-quality services to customers

• Plan and organize vendor/manufacturer hardware or software technical training and certifications

• Present reports of work operations to company management in order to provide information useful in taking key business decisions

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Education and Training

• Bachelor’s degree in Computer Science, Information Technology or relevant IT discipline.

• MBA or Project management certification is advantageous

• Microsoft MCP/MCSE Certified

• Office365 Certified

• Azure Cloud Certified

• VMware VCP Certified

• ITIL Certified

• HPE Server Certified

• HPE Storage Certified

• Dell Server Certified

• Dell Storage Certified

• Other Vendor Specific Certification

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Knowledge and Experience

• Over 8 years in the IT industry with 3 years in Technical Service Manager or equivalent

• Proven team leadership and staff management ability, and particular experience leading and developing staff who specialise in ICT services.

• Sound technical acumen and the ability to manage the day-to-day delivery of services through third party providers.

• A sound knowledge of service management principles and processes and relevant experience in the practical application of service management processes (ITIL) in the delivery of ICT Infrastructure services.

• Experience with a broad range of relevant technologies and systems including MS Server OS, Active Directory, Azure Cloud Services, Office365, HPE server & storage hardware, Database and Application Servers, and Virtualization

• Experience with Customer Service

• Experience in ICT Project management and implementation.

• Sound knowledge and experience in end-to-end ICT solution design

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Core Competencies

• Must have excellent analytical and problem-solving skills

• Superb analytical, diagnostic, and troubleshooting skills with attention to details.

• The ability to make important decisions in a fast-paced environment.

• Great interpersonal and communication skills.

• Excellent time management and teamwork skills.

• Must be able to communicate and execute management decisions in a timely manner.

• Must be able to work under pressure.

• The ability to lead the response to critical incidents driving service restoration and contributing significantly to the problem resolution process

• Ability to communicate effectively and clearly both verbally and in writing

• A demonstrated commitment to service delivery excellence and to instill that commitment into every team member in the technical services team.

• Must be able to work after hours and on weekends as and when needed

• Able to attend to meetings and complete tasks on short notice

• Be able to effectively organize and delegate tasks to the technical services team members.

• Excellent analytical skills with attention to detail

• Must be able to work under pressure with excellent time management skills.

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