Operation and Maintenance Service Desk Manager

Engineering

Closing Date: 30 September 2022

The service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and perhaps most importantly, often service as the face, or voice, of the organization to customers. 

Furthermore, the Operation and Maintenance Service Desk Manager must continually keep up to date with world-wide technological developments ensuring New Southern Energy remains a leader in the Industry.  

Responsibilities and Duties

• An ability to balance and plan the short-term actions of the Service department.
• Plan and manage all O&M Service outputs.
• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Being aware of and managing the costs of running the service desks.
• An ability to think critically about systems and to make adjustments consistently as needed.
• Service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved.
• Service quality and client expectations are met.
• Effectively monitor, control and support service delivery.
• Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions. 
• Assist in development of new O&M Department Technical Working Procedures.
• Submitting reports timeously.
• Responsible for all existing sites daily monitoring.
• Responsible for all existing site daily operations.
• Manage and maintain O&M department budgets.
• Maintain Client staff training.
• Ensure O&M Technicians are sufficiently trained for tasks to be carried out in the field.
• Ensure all works done by O&M department comply with International Standards.
• Maintain Client relations regarding existing sites under O&M.

Knowledge, skills and abilities

·        Excellent computer literacy and knowledge of solar plant software and hardware

·        Proficient with reading and interpreting engineering design drawings

·        Have indepth knowledge of both PV grid-tied, PV off-grid, storage and generator systems

·        Good problem solving / troubleshooting skills

·        Good management of technical personal

·        Good communication(both written and verbal) skills to interact with client, suppliers and other relevant stakeholders

·        Ability to learn quickly

·        Value and maintain teamwork and moral

·        The ability to work across multiple projects in parallel and manage various sites

·        Excellent organizational, time management, leadership and decision making skills

·        Knowledge of applicable codes, policies, standards and best practices

·        The ability to work within budgets and to deadlines

·        Attention to detail

Qualifications

Electrical Trade Test Certificate (3 phase)

Wireman’s License

Drivers License

Passport