Head of Remote Services

SUMMARY:
Our client, a leading IT Managed Service Provider based in London, UK with a remote office in South Africa, is looking for a Head of Remote Services based in KZN.

POSITION INFO:

Our client, a leading IT Managed Service Provider based in London, UK with a remote office in South Africa, is looking for a Head of Remote Services based in KZN. They pride themselves on their excellent client service with a strong focus on teamwork and staff development. They offer a full suite of products and services, including Support, Professional Services, IT and Security Consultancy, SOC, NOC, Connectivity and Technical Account Management.

Technical skills & Experience:

• Minimum amount of years'' experience in the IT industry - 10
• Minimum amount of years'' experience in a similar role - 3
• Desired certifications = ITIL Foundation, Azure Solutions Architect, AWS Solutions Architect, Mimecast Product Professional, CCNP

Role and responsibilities

The Head of Remote Services is responsible for the delivery of all Managed Services and systems availability monitoring, including end user devices, servers, applications, network devices and security. The candidate needs to have demonstrable experience in managing an end user service desk organisation and 24x7 technical support functions with a strong focus on proactive monitoring and support processes. 

Associated operation functions include ‘line of service’ departments - such as: Technical Support; SOC; NOC and Knowledge teams.

Reporting to the UK-based Director of Managed Services, the Head of Remote Services possesses and maintains an excellent understanding of ITIL v3/4 and the following technologies associated with client service delivery:

Kaseya VSA RMM

Webroot Anti-Virus

Malwarebytes

Centreon

TeamViewer

Acronis Cloud Backup

IT Glue

NetSuite

Primary responsibilities

Remote Service Delivery

Quality

Efficiency

Process and procedural adherence to ITIL v3/4 and ISO9001/27001

Ownership of associated KPIs and business targets

Direct line management of Team leaders and ‘Heads of’:

Technical Support

First Response

Escalations

Systems & Platform Engineering

SOC

NOC

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