ICT MANAGER NEC (SOFTWARE) - POM

About Us:

Able Computing is a fast-growing company in the Information Technology sector. We are passionate about empowering our clients with the tools and support they need to run their businesses with maximum efficiency and reliability. We are looking for a talented and motivated individual to join our dynamic team.

The Opportunity:

The Software Manager is responsible for overseeing a team of technical support specialists and ensuring the timely resolution of customer issues. This individual will also be responsible for developing and implementing strategies to improve customer satisfaction and team productivity. A successful candidate will have strong leadership skills, technical knowledge, and experience in managing customer support operations.

Responsibilities:

• Oversee and manage a team of technical support personnel to provide exceptional customer service and technical support
• Develop and maintain knowledge articles and documentation to ensure efficient and accurate resolution of customer issues
• Provide training and coaching to technical support personnel to ensure they have the necessary skills to troubleshoot and resolve customer issues effectively
• Monitor performance metrics to ensure team members meet or exceed performance targets, including customer satisfaction goals
• Communicate closely with other departments, such as product development, to ensure prompt resolution of complex issues and provide regular updates to senior management
• Manage and prioritize support tickets, ensuring effective issue resolution and delegation to team members
• Develop and manage standard operating procedures and methodologies for technical support
• Overseeing the determining timeframes for major ICT projects including system updates, upgrades, migration and outages

What we're looking for:

• Bachelor's degree in Computer Science, Information Systems or related field
• Minimum of 5 years of technical support experience with experience managing a team of technical support personnel
• Excellent communication skills and ability to effectively communicate technical information to non-technical individuals
• Ability to work well under pressure in a fast-paced environment
• Experience working with help desk ticketing systems and customer relationship management software
• Strong problem-solving skills and ability to manage multiple priorities simultaneously
• Ability to work independently and as part of a team
• Driving skills and with valid driver’s license
• Proven strong background in personnel management and a team player
• Willingness to pass on skills and train staffs

Personal Qualities:

• Must present a high quality and work output commensurate with the company’s image and policies
• Must be flexible with assignment
• Must present an attitude of caring and understanding, qualities that are highly sought after by clients
• Must be of high personal / moral integrity
• Drive and self – motivated. Professionals who have drive and motivation will push themselves to succeed.

What we offer:

• Competitive salary and performance-based bonus.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and career advancement.
• A collaborative and supportive work environment.

To Apply:
Please submit your resume and a cover letter to [email protected].