IT Support Operations Manager

2 months ago


Port Elizabeth, Eastern Cape, South Africa PerformIT Personnel Full time
Job Title: IT Support Operations Manager

At PerformIT Personnel, we seek an experienced IT Support Operations Manager to oversee our application support team.

Key Responsibilities:

Team Leadership & Management
  • Lead and manage the application support team, providing guidance, support, and performance feedback.
  • Establish a strong foundation for the team, focusing on standardization of processes and adherence to ITIL best practices.
Operational Oversight
  • Oversee daily operations of the application support team to ensure effective service delivery.
  • Ensure all application services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Collaboration with Shared Service Centres
  • Work closely with teams in other regions (shared service centers) to coordinate support efforts and share best practices.
  • Facilitate smooth shift transitions to maintain 24/7 service coverage and continuity.
Liaison with Development Teams and Stakeholders
  • Collaborate with development teams, service owners and product owners to ensure alignment on service delivery and application performance.
  • Engage with business stakeholders to understand their needs and ensure services meet expectations.
Point of Contact for Escalations
  • Serve as the primary point of contact for escalations, managing complex issues and providing resolution guidance.
  • Act as the incident manager during emergencies, leading teams through critical situations.
Performance Monitoring & Continuous Improvement
  • Identify trends and areas for improvement within the support processes and implement necessary changes.
  • Promote a culture of continuous improvement, encouraging team members to contribute ideas and initiatives.
Training and Development
  • Assess team training needs and coordinate training sessions to enhance skills and knowledge.
  • Mentor team members, fostering a culture of professional growth and development.
Service Transition Management
  • Manage the transition of new applications, ensuring smooth onboarding and support readiness.
Technical Support
  • Ability to conduct and direct research into IT issues and products as required.


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