IT Service Delivery Supervisor

Job description

The IT Service Delivery Supervisor is responsible for leading the delivery of PABX technical support operations within the Filinvest Group. This includes leading a team of technical support specialists, ensuring the efficient resolution of customer issues, and optimizing the performance of the PABX system. In Addition, he will also support IT-infra related projects through conducting technical reviews based on best practices and providing Technical Support during implementations.

DESCRIPTION OF FUNCTIONS:

Project Support

• Supervise the design, implementation, and adoption of best tools, frameworks, and models to provide key stakeholders with visibility into project execution.

• Coordinate with internal resources and third-party vendors to ensure successful project execution.

• Support the IT Infra requirements of the Business Dev team and other stakeholders.

• Ensure the timely resolution of issues and effective implementation of projects as defined. Provide regular updates on the overall progress of individual projects to the IT Service Delivery Manager. Technical Consultant

• Understand customer requirements and business objectives

• Provide technical advice on using technology to achieve goals

• Design IT systems and networks ensuring the right architecture and functionality

• Support new technology implementation

• Provide support to critical/major network issues encountered by Data Center & Network Team. PABX Technical Support

• Lead the PABX Technical Support Team

• Ensure that the target SLAs are achieved

• Provide technical support to users, including answering questions, resolving problems, and assisting with system usage.

• Document and track all support requests and resolutions.

• Configure PABX system settings, such as call routing, voicemail, and user permissions.

• Monitor system performance and identify potential issues before they escalate.

• Ensure optimal PABX network performance and connectivity.

• Maintain comprehensive documentation of the PABX system, including configuration settings, troubleshooting procedures, and user manuals.

• Coordinate with PABX vendors and service providers for maintenance, repairs, and upgrades.

• Responsible for coaching, mentoring and leading team members

External Clients Support

• Lead the external client support

• Coordination with IT Sales team for external client technical requirements

• Coordination with building admin/engineers on network dependencies to provide best in class service to external clients

• Supervise the activation of services for external clients

• Uptime monitoring of provided services to external clients

Knowledge in Network, Security & Telephony

• Strong technical knowledge of PABX systems and related technologies (e.g., VoIP, SIP,etc). Excellent customer service skills, including the ability to communicate effectively with technical and non-technical users.

• Knowledge on physical and logical network connectivity including LAN, WAN, fiber and copper cabling, switching, VLAN, Routing, Firewall filtering

• Ability to work in a rapid paced, highly dynamic business environment.

• Good organizational, analytical, problem solving, communication, interpersonal skills

• Ability to manage complex projects and multi-task

• Displays willingness to make decisions

• Relates work tasks to key organizational objectives/vision

• Provides coaching and mentoring to team members and writes clear performance appraisals

Bachelor's/College Degree in Engineering/Computer Science/Information Technology or equivalent

• Related up-to-date technical training for the areas covered