Technical Support Manager

6 months ago

Cape Town, South Africa Lula Full time

**WHAT WE DO**

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.

**WHY WE DO IT**

We care about our family, our work, our community, our country.

We're passionate about EMPOWERING EVERY SME TO SUCCEED.

And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.

Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.

So get curious.

Rise to the challenge.

Don't settle for average.

Shoot for amazing.

We're here to change the game, the norm, the world,

Because when we change something for the better, we change ourselves too.

You are.

We are.

Lula

**OUR VALUES**

**Collaborative **_- we're a clan and work together as a team, always towards a common goal_

**Committed**_ - we're accountable and follow through no matter the challenge_

**Curious **_- we look for better ways to do things and make a positive difference_

**Connected**_ - we stay close to, learn from and look to understand each other and our customers_

**Compassionate**_ - we go out of our way to care about our colleagues, our customers and our community_

**OVERALL PURPOSE**

We are looking for a committed Technical Support Manager who will have a pivotal role in supporting the Technical Operations Manager to guarantee the seamless functioning of the Technical Operations Department. This involves supervising the Technical Support team, offering guidance to other departmental Team Leaders, and directly addressing technical issues. The position demands a combination of technical proficiency, managerial acumen, and exceptional communication skills to facilitate collaboration across departments and with stakeholders. As the Technical Support Manager, you will be accountable for empowering our team to deliver a first class customer experience through dependable, effective, and efficient tools and support.

Responsibilities will include:

- **Collaboration**: Collaborate with the Technical Operations Manager and Team Leaders to develop and implement strategies for improving technical support processes and procedures.
- ** Team Leadership**: Provide strong leadership to the Technical Support team by setting clear goals, monitoring performance, and conducting regular coaching and feedback sessions. Foster a collaborative and positive work environment that promotes teamwork, knowledge sharing, and continuous improvement.
- ** Training and Development**: Conduct regular training sessions to keep the teams and team leaders up-to-date with product knowledge, technical skills, leadership practices and best practices. Encourage individual growth and support their professional development.
- ** Process Improvement**: Continuously review and optimise support procedures and workflows to enhance team efficiency. Identify areas for improvement and implement action plans to increase the team's effectiveness.
- ** ITSM & ITIL**: Be a key member involved in the Incident and Change Management processes and in the development of the Problem and Request Management processes including establishing and running a Helpdesk team using our IT service management (ITSM) tool.
- ** IT Support**: Oversee the technical support process, ensuring prompt and effective responses to inquiries, issues, and concerns of all kinds and technologies. Act as an escalation point for complex cases, working closely with team members to resolve critical problems.
- ** Network Support**: Ensure that Lula maintains an up-to-date, secure and reliable office network, including the monitoring of the network and internet connectivity, resolution of issues, scheduled updates and upgrades as well as adherence to regulatory compliance.
- ** Security Management**: Facilitate the role assignments and access to various Lula tools, systems, networks and office spaces ensuring that regulatory compliance and best practices are adhered to.
- ** Hardware and Software Management**: Manage and maintain our IT asset management (ITAM) tool, ensuring that all records are kept up to date in collaboration with our Finance department. Help develop and implement a procurement process to standardise the purchasing of new hardware and software.
- ** Technical Expertise**: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Use this knowledge to assist the team in troubleshooting and resolving technical issues promptly and accurately.
- ** Metrics and Reporting**: Monitor and analyse key performance indicators (KPIs) to evaluate the team's perform

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