Support Desk Manager

3 weeks ago

Cape Town, South Africa Progressive IT Resourcing Full time

What will you do?This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants.What will make you successful in this role?Software managementSupport:  Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.Co-ordinate information sharing sessions with colleagues and partnersRollouts: S.net releasesEnsure that the Support Desk is prepared and informed to render release support to clients during and after roll-out Stakeholder management Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: Company, Advice Tools). Yearly review thisTake responsibility for regular communication with partners (i.e.: Distribution Support colleagues, Company etc) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clientsLiaise with partners for process changes and implement accordingly People management Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectivelyCoach and develop the Support Desk consultants as and when necessaryUndertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled personEffective Support Desk management Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls.Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc)Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriatelyUndertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and QlikView. Undertake monthly Support Desk performance and metrics stats for Goals purpose.Qualification and ExperienceManagement Diploma or suitable equivalent qualification.Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILLMinimum of 3-5 years’ experience within software deployment and support environment.Experience in life assurance or broader financial services industry an advantage.Knowledge and SkillsIT/Systems/Tools:Call Centre/Support Desk systems/software program technologyMS packages (i.e. Email, Teams, Word, Excel, PowerPoint)Windows and operating systemsConfiguration of software and programsBusiness:Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc)Basic Sanlam Product knowledgeKnowledge of Sanlam Personnel PolicyExpense management and budgetsManagement and co-ordination of manpower resourcesCore CompetenciesCustomer ServiceTeam SuccessPlanning and OrganizingWork StandardsDecision MakingBuilding and maintaining relationshipsCommunicationCoachingContinuous Learning

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