Trust Payments

Job Title: Operations and Technical Support Manager
Reports to: Group Head of Operations

Main purpose of the job:

• Responsible for Technical Support Desk Operations
• Optimise helpdesk and operational processes to deliver customer service excellence on a 24/7/365 basis
• Supplier relationship management, SLA management, reporting and governance
• Incident management process owner
• Escalation point for internal or external service issues
• Project lead for service delivery
• Drive continuous operational improvements

Duties and responsibilities:

• Responsible for the operation of the Service Desk team which provides 1st and 2nd Line Technical Support
• Responsible for support processes from 1st level to 2nd level support
• Responsible for incident management process related to Service Desk team
• Provide first class technical support services based on company SLA’s to internal/ external customers pertaining to POS, Gateway, company portal, merchant system integrations
• Project manage the delivery of a new ticketing tool for the Helpdesk, defining appropriate workflows, reporting, ticket categories
• Set up, monitor, measure and report internal and external SLAs/KPI’s
• Manage business initiatives to deliver process excellence across omnichannel client solutions – i.e. chat functionality, new platform implementation
• Lead/prepare merchant service reviews
• Provide departmental reporting covering i.e. department metrics, service incidents, productivity, escalations and process improvement recommendations
• Responsible for high priority issues and managing the incident management processes and reporting
• Manage the relationship of the outsource service provider, to ensure the delivery of optimised service levels out of core business hours
• Support the delivery of new products and services
• Collaboration with internal departments for the delivery of the Service proposition, i.e. Technical Specialists, Operations, Product, Marketing, IT etc
• Introduce and maintain telephony SLA’s
• Drive and maintain department audits, operational and IT system security standards
• Identify and manage process gaps
• Support core operational processes such as onboarding, in conjunction with the other operational sites

Experience and Qualifications:

• Solid experience of defining, monitoring and managing Service Level Agreements (SLAs) within an IT service desk environment
• Technical Operations experience
• ITIL Foundation or Practitioner qualification is desirable
• Payments industry experience is advantageous
• Advanced excel and data management skills
• Project management experience
• Experience of managing high performing teams
• High levels of computer literacy and general IT awareness.

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