Business unit, Department, Reporting Business Unit Various Job grade M6

 

Core Description

Manage all aspects of the branch and its staff.  Working collaboratively with the branches’ department managers and senior staff, to ensure the quantity, quality and flow of service to deliver a consistently excellent standard of customer service. 

Key Deliverables / Primary Functions Consistently meet Customer’s Service Level Agreement (SLA),  - overall average of 90% and ensure contractual obligations are met for customer where dedicated models are implemented  Effective Area Control management, allocation of calls and scheduling of technicians, guide on complex technical problems, monitor productivity of technicians  Ensure compliance with Preventative Maintenance (PM’s) and Site Audit schedules,   Assist in the development of aligned KPI’S and KPA’S for reporting staff, and ensure successful implementation  Be Accountable for completion of project rollouts - following up on required stock, scheduling of resources, submission of documentation  Staff capacity planning and implementing work scheduling along with maintenance calls to ensure staff efficiencies   Ensure stock levels are maintained; address and resolve historic stock issues; and monitor staff stock to ensure audit and financial stock takes are accurate Core Functional Skills & Capabilities Analytical and Problem SolvingICT KnowledgeCustomer ServiceDecision MakingLeading Teams / Team LeadershipCore Behavioural Competencies Job MatchApplying expertise & TechnologyDelivering Results & Meeting customer expectationsLeading and supervisingPlanning & OrganisingWorking with peopleCulture MatchMinimum Qualifications NQF 6: 3 year Degree/ Diploma/ National DiplomaOR NQF 4: Grade 12Additional Education -Preferred /Advantage Experience

3 years’ experience in a technical operational role 

OR

Grade 12 & 5 years’ experience experience in a technical operational role 

Certifications CompTIA A+A+Linux Certification (CompTIA Linux, LPIC)Professional Memberships in Relevant Industry Level of Engagement & Span of Control

Span of Control           : 5 – 20 direct reports 

Level of Engagement  : Engagement will all levels within the organisation, internal and external to the business. 

Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both requiredAbility to work extended /long hours as and when requiredRequired to travel locallyWorkplace / Physical Requirements Client RoamingNon-Billable