ICT Manager
Able Home & Office is seeking an experienced ICT Manager to lead both the Service and Software Divisions. The role is responsible for service operations, technical support, software solutions, SLA and warranty management, team performance, client satisfaction, and achievement of division targets.
WHAT YOU'LL DO
Lead and manage the Service and Software Divisions.
Supervise technicians, service coordinators, software support staff and trainers.
Oversee service jobs, SLA compliance, warranty claims, repairs, parts and consumables.
Manage software support for Payroll, HR, BioPlus, POS, Accounting and other business applications.
Monitor support tickets, system performance, integrations, backups and client issues.
Coordinate software bugs, enhancements and development requests with the Development Team.
Oversee client installations, implementations, training and technical support.
Monitor Service and Software KPls, revenue, gross profit and performance targets.
Ensure timely resolution of customer complaints and outstanding technical issues.
Identify opportunities for SLA renewals, software upgrades, additional modules and new business.
Ensure compliance with Company policies, procedures and technical/service standards.
QUALIFICATIONS
Bachelor's Degree in Information Technology, Computer Science, Engineering, Business Systems, or a related field.
Minimum 5 years' experience in ICT, technical/service operations, software support or related management roles.
Strong leadership and team-management skills.
Good knowledge of service operations, SLA, warranty and repair management.
Good knowledge of business software applications and technical support.
Strong troubleshooting, analytical and problem-solving skills.
Excellent communication, coordination and client relationship skills.
Strong operational and financial awareness.
Ability to manage multiple teams, priorities and performance targets.
Willing to work abroad - Papua New Guinea
WHAT WE OFFER
Competitive salary with performance-based incentives
Career growth and leadership development opportunities
Supportive and collaborative work environment
Opportunity to work with one of Papua New Guinea's leading technology and office solutions providers