It Support Manager

IT Support ManagerLocation- Onsite Cape TownThe Support Manager is responsible & accountable for the Services 1st line Service Desk teams, 24 / 7 and Deskside Teams, this includes the relationship and interaction with Ultima internal and external customers ensuring that all tickets are logged and driven to a successful resolution in the agreed timescales.The Support Manager plays a pivotal role in the services Ultima provide and controls the majority of interaction with supported users. This role is accountable for the development, mentoring and management of Teams within their responsibility including the delivery of contracted SLA's internal KPI's and service improvement initiatives. This role will play a key part in supporting the Services Leadership Team in shaping the Managed Services strategy and decision-making, while ensuring the South Africa office operates efficiently, maintains the right culture, and is effectively managed operationally. Main Duties and Responsibilities : Line Management of the shared services 1st Line Team leaders to ensure : Proactive monitoring & governance of tickets to ensure that all known issues are acted upon, knowledge documented and distributed to ensure swift resolutionAll tickets are responded to and resolved within agreed service levels. All tickets will be handled within the agreed process with specific attention being provided to the Incident management processes including Major incident escalation. Team Development - Lead, Develop, Motivate, Support, Advise, Coach and Appraise. Team meetings will be organised as well as regular one to ones.Consistent Recruitment and induction processes are followed in line with Ultima's Values.Relationship Management and Service Improvement Process - Steer, motivate and develop strong relationships.Efficiency - Optimise the efficiency of the Team by identifying areas for improvement and streamlining processes.Ensure ISO Process and procedures are adhered to and audited as required.Work with relevant functions to support Quality and help reduce Escalations.Review and act upon results of Customer Satisfaction Surveys to ensure continuous service improvementOwn and provide weekly and monthly statistics on Service performance.Continually update the Service Procedures to ensure the latest information is available to support personnel at all times.Play an active role within Service's Leadership Team, remaining flexible to support others in areas outside of direct remit.To ensure the transition of new contracts and services are onboarded ready for service in a timely fashion.Act as Service's on-Call Duty manager as needed on a rota basis.Ensure decisions are made with consideration of both engineering and business requirements to meet operational needs.South Africa Office & Operations ManagementManage and resolve employee grievances effectively.Oversee office operations, including decision-making and supporting growth and development.Foster and promote a positive company culture.Collaborate with the HR team to ensure smooth operations.Provide support to UK leadership and management on South African operations and requirements.Ensure compliance with South African employment law and oversee its enforcement. Essential Knowledge, skills and experience : Excellent Levels of People leadership skills, specifically the understanding and ability to identify core behavioural strengths and weaknesses and develop them in others.Excellent levels of both written and verbal communication skillsAbility to organise and plan to ensure all deadlines are met.Possess excellent problem-solving skills.Must have good computer hardware and software knowledgePrevious experience in a service desk / support leadership role supporting multiple location / customersAbility to work under pressure and to tight deadlinesProven ability to build effective relationships with colleagues and customers, and within a teamMust be able to contribute to individual, team and company targets and objectivesMust be commercially minded with ability to work independentlyMust be conscientious with an attention to detailPreferred experience using a Ticket Management Software, creating / updating & logging ticketsITIL V3 or similar Foundation certifiedRequired to apply for DBS clearanceDesired Knowledge, skills and experience : Proven track record in Support ServicesExperience managing Service desk transitionsExcellent understanding and awareness of ITIL processes and toolsPrevious experience in effectively managing multiple relationships with customers and providersBusiness Acumen coupled with good technology understanding and awarenessStrong familiarity with quality management conceptsSouth African employment law knowledge and experienceProcess FocusedNegotiation and influence skills. Key Competencies for the role : Adaptable– able to change tact or approach to ever changing circumstances with a proven ability to prioritise and planAn Influencer– you will drive behaviours and results in others at all levels and across the organisation regardless of reporting lines behind our 'customer obsession' approachmercially focused– you understand the nuances of revenue retention and growth, without compromising our margins.Collaborative– you don't operate in silos; you break them down and make connections. Empire-building is not your thing. A Listener– you listen to your customers and to the Ultima people working with those customers – you're always on the lookout for opportunities to enhance the experience of our customers or for ways to help them. Creative– you'll be flexible in your thinking – sometimes following the right process is the answer, and sometimes there is just not a process for the scenario. Empathetic– you can see the Customer's perspective and Ultima's perspective and find the middle ground. Challenging– sometimes the customer is right, and sometimes they are not – and you can spot the difference. Our Commitment to You We're proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed. Not sure you meet every single requirement? People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we're committed to building a diverse and inclusive workplace, so even if your experience doesn't align perfectly, we encourage you to apply. You might be exactly who we're looking for. Apply now, or reach out to our Talent team if you have any questions. We're always happy to chat about how we can make work, work for you. #J-18808-Ljbffr