Job Purpose
To manage and lead the day-to-day operations of onsite engineers deployed at client locations. This role ensures high-quality service delivery, effective issue resolution, and strong client relationships. The incumbent will drive team accountability, enforce operational standards, and promote service excellence across all onsite engagements.
Duties and Responsibilities
- Manage and oversee service delivery for assigned onsite clients.
- Serve as the primary escalation point for service and technical issues.
- Lead, mentor, and support onsite engineers and team leads.
- Maintain proactive client communication and manage expectations.
- Represent the onsite team in both internal and client-facing meetings.
- Support HR-related processes including performance reviews, coaching, and disciplinary actions.
- Plan and coordinate training and skills development initiatives.
- Oversee the execution of onsite project rollouts and implementations.
- Ensure compliance with internal processes, documentation standards, and service best practices.
- Monitor and manage third-party and outsourced service costs.
- Promote knowledge sharing and ensure contributions to the internal knowledge base.
Qualifications
- Minimum of 5 years in technical roles, with at least 2 years in a senior support or management capacity.
- Strong technical background in Microsoft technologies, hardware, networking, and telecoms.
- Proven experience in team management and client escalation handling.
- Solid understanding of service delivery frameworks and support structures.
- ITIL Foundation certification (preferred).
- Excellent communication skills in English (verbal and written).
Key Performance Areas
- Service Delivery: Ensure timely and high-quality onsite support aligned with SLAs and MSP standards.
- Team Management: Lead and develop the onsite team to drive performance, accountability, and growth.
- Client Satisfaction: Manage client relationships and escalations to ensure a high level of satisfaction.
- Technical Oversight: Provide guidance on complex issues and ensure thorough root cause analysis.
- Process & Documentation: Maintain and enhance operational standards, workflows, and documentation accuracy.
- Collaboration: Work closely with the service desk, project teams, and internal departments to ensure aligned service delivery.
Working Conditions
- Hybrid role: combination of onsite client visits and office-based work.
- Availability after hours may be required for escalations or scheduled meetings.
Physical Requirements
- Valid driver’s license.
- Reliable and well-maintained motor vehicle.
Reports to: Onsite Manager.
