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 Solving
• ICT Knowledge
• Customer Service
• Decision Making
• Leading Teams / Team Leadership

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Leading and supervising
• Planning & Organising
• Working with people
• Culture Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12

Additional 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)