Lead technical service team to deliver professional services and support effectively and in accordance with agreed service levels, standards and processes.
Professionally deal with vendors, customers and ensuring that good communication is maintained at all times.
Ensure that assigned IT service incidents are managed effectively and root cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
Manage Commercial and Service relationships with vendors (HP, Lenovo, Cisco, etc..) for warranty claims support of Desktop hardware, Printers and Services.
Ensure proactive service monitoring is in place to provide the best possible service to the customers within agreed timescales.
Monitor and amend the team resource levels to ensure high quality service standards are maintained and the team operates to the agreed Service Level Agreements.
Help the business to gain maximum benefit from the delivery of IT- led projects whilst making sure all are aligned to the existing IT strategy.
Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.
Develop the technical and customer service skills of staff.
Conducts reviews and setup of development plans for team members.
Develops and implements service management metrics and key performance indicators that measure IT service and support effectiveness, efficiency and customer satisfaction in order to continuously improve service delivery.
Must be fluent in English.
Bachelor’s degree in computer science, computer information systems, or a related field.
More than eight years of experience in IT technical field.
Experience in managing an IT Support / Service delivery team for the last 2 years in a similar environment will be an added advantage.
Having professional qualifications on hardware / software related products will be an added advantage.
2 Floor, SI Building, No 93, Preah Sihanuk Blvd (274), Khan Daun Penh, Phnom Penh.
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