Job Specification - Space Age Technologies

Job Specification
Job Title:
Head of Support Services
Reporting to:
Technical Services Director
Cape Town
Travel Required:
Salary Range:
Negotiable incl.
Position Type:
Permanent, mid management level
Date posted:
September 2012
medical aid contribution, profit share as well
as a laptop & internet allowance
HR Contact:
Lizaan Louw
Job Description:
We are looking for a person with conviction and commitment, with energy and loads of creativity, business savvy, and a go-getter with
solid principles. We offer you an opportunity to work at one of the leading MSPs in the SME sector, a chance to challenge yourself in a
team of very capable and skilled technical minds, to do what you enjoy and to love what you do.
About this position:
This role will drive the establishment and management of a new Support Services Business Unit created through the amalgamation of the
Network Operations Centre and Customer Support Services teams.
Initially the primary focus of the role will be in this area, but as this is established, the role will evolve to the on-going management,
health and development of the support services business unit.
Given the likely scale of this business unit and its strategic importance to the business, this is a senior role requiring a highly competent
and effective leadership from an experienced Technical and Managed Services Practitioner.
What we are looking for:
Provide effective leadership, technical expertise and people management to Network Operations and Customer Services
Establish the company as a leader in IT user support service experience and provide strategic insight on achieving the same for
the entire Managed Services portfolio of services
Creating the right culture and employee practice to give an excellent customer experience
Implement and refine scalable, yet efficient processes managed by SLAs across all areas of responsibility
Consistently deliver agreed-on services at an exceptional level of quality
Service enhancement and development: In conjunction with R&D continuously enhance existing services and develop new
profitable managed services
Our People are our core competency. Progressively drive the people development in association with HR
Collaborate with, and establish productive interactions with other business functions to prevent "silo-mentality" and ensure that
clients experience a seamless service
Create a stimulating and rewarding place to work that makes work a fun place to be
Lead a profitable business unit
What we want you to do:
Development and execution of the company’s Managed Services IT strategy for SME
Lead and manage the support services business unit (Network Operations &Customer Support) consisting of the following areas
of responsibility:
o Monitoring: 24/7 Operational Health Monitoring of managed devices
o Operations: Day to day IT operations services to keep managed environments in optimal operating condition
Automation: Create and manage an automation framework to reduce manual labour
Support: Remote data centre support services for all managed devices
User support services: Deliver outstanding user support services experience consistent with the company's services
The personality and skills we require:
Result focused
Experienced in SME managed services and customer support services
A proven track record
An intuitive leader of people
With your comprehensive technical ability and vision, you will be able get hands on involved when required but still maintain a
“helicopter perspective” in relevant technology areas.
A passion for technology and must keep abreast of new technology
Mentorship, people development and coaching
Energy and passion for assigned role
A creative problem solver
A good track record of managing the customer experience
Build high performing teams
Your qualifications and experience should include:
4+ years’ experience managing a team of IT infrastructure engineers, including hiring responsibilities and staff development
2+ years’ experience implementing and managing Service Desk (ticketing) solutions such as, Service-now, Heat, or Connect
4+ years’ experience working for an IT Services Provider (e.g. Managed Services Provider) in a customer facing role with in the
SME context
2+ years’ experience implementing and managing Alert and Performance Management (monitoring) solutions such as, Level
Platforms, Kaseya, System Centre Operations Manager (SCOM), etc
At least 5 years’ experience in an IT support position delivering technical support on Microsoft Technologies
A business Degree or Diploma would be advantageous
MCSE 2003/8 or MCITP qualified
ITIL foundation certification is desirable
We offer:
A highly competitive salary plus medical aid benefits
Company laptop/laptop allowance when using your own
A very dynamic and exciting culture where innovation and results are the norm not the exception
A progressive culture where working is fun and stimulating
Ample opportunity to grow and progress in your career
How to apply:
Submit your CV and covering letter to the Recruiting Manager: [email protected]