A client based in Johannesburg is currently seeking a Technical Support Manager to join their team!!!

The Technical Support Manager will be fully responsible for running and managing the divisions technical support and customer service department, currently employing a small team of dedicated technicians
This role will primarily involve ensuring the team quickly and efficiently responds to inbound technical support issues, via telephone, email, and the company’s website and support ticketing system, and that all issues are documented and resolved ASAP. It will further involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action

• With the assistance of HR, conduct interviews, hire and train new technical support/IT staff
• Oversee the development and implementation of any system
• Contribute to product design and the establishment of services delivery
• Delegate technical responsibilities and monitor the progress of projects with the technical team
• Understand and implement compliance documentation to ensure good governance is maintained.
• Develop and implement strategic and tactical management objectives, plans and goals
• Execute new technical integrations to support related activities
• Assist and support technicians in executing projects
• Overseeing the customer support department’s day-to-day functions
• Responding to escalated customer support issues
• Implementing customer support processes to enhance customer satisfaction
• Formulating and revising customer support policies and promoting their implementation Informing the management team of all new information related to products, procedures and trends
• Assessing support statistics and preparing detailed reports on the findings
• Address faults within the company call logging system and ensure such faults are fixed
• Overseeing and evaluating the team's ongoing training efforts, providing support where necessary Delivering performance evaluations and managing teams in accordance with Company policy

Accountability: 

• 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. Ensuring budget is not exceeded without valid cause
• Implementing customer support processes to enhance customer satisfaction
• Ensure that all technical Pre and Post sales requirements are fulfilled
• Ensuring that service and support delivery meet customer SLA
• Ensuring sufficient resources to fulfil required service and support objectives

• Matric – essential Minimum of 10 years’ experience in the Information Technology field
• Minimum of 3 years’ experience in management
• Sound knowledge and experience in supporting a range of IT applications, platforms and technologies
• Knowledge and understanding of best practice framework (such as ITIL, ISO20k) for the delivery of IT services
• Experience in initiating and delivering service improvement projects
• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
• An ability to balance and plan the short-term actions of the team
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk
• Proven organizational skills with the ability to prioritise
• Ability to oversee effective resource planning for a busy team
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Strategic thinking skills
  Strong communication skills, including the ability to be influential and persuasive with stakeholders
• The ability to manage time effectively while setting the tone of the team through role modelling and leadership
• An ability to think critically about systems and to make adjustments consistently, as needed Outstanding leadership skills and ability to delegate responsibilities effectively
• Well-developed arbitration skills with the ability to remain impartial
• Capacity to accept and utilize constructive criticism
  Ability to work in a high-pressure, deadline driven environment