Support Manager

**Job Number**
- 72498

**Job Type**
- Permanent

**Job Title**
- Support Manager

**Computer Skills**
- Ms Office

**Industry**
- Security and Investigations

**City**
- Houghton

**Province**
- Gauteng

**Purpose of the Position**
- Responsible for managing provision of the technical support to ICT operations through efficient and responsive Service Desk and Service Delivery Management teams.
- Accountable for the delivery of the functional strategy and service management performance in line with service level agreements (SLAs).

**Key Performance Areas (KPAs)**

**Technology Strategy & Innovation**
- Contribute to developing the Technology strategy by providing strategic input relating to ICT Support and Service Delivery.
- Develop and implement an ICT Service Delivery Operating Model that aligns with the adoption of emerging best practices (e.g., automation and Artificial Intelligence (AI)) to embed and foster ICT change capabilities and customer experience.
- Deliver an ICT Support Roadmap aligned with set budgets, resourcing requirements, market, industry, and business trends.
- Recommend the sourcing of ICT solutions that are fit for purpose and architecturally sound.
- Review ICT infrastructure against current and future business requirements, strategic goals, and development needs.
- Research and actively seek robust ICT solutions and tools that drive proactive incident remediation and leverage AI for incident response.
- Benchmark, perform trend analysis and make recommendations for capacity planning and improvement of the ICT infrastructure and systems in line with global markets.
- Identify industry trends and emerging insights regarding product sets, service delivery models, and service desk components, and assess opportunities to improve ICT service management processes, execution, and efficiencies.

**Planning and Organisation**
- Review and recommend integrated solutions to transform, optimise, and scale system support services based on data insights.
- Implements the Service Desk tools, processes, and knowledge base in an effective and relevant manner that results in high adoption rates, positive feedback, and a pleasant experience for both users and team members.
- Identify and enforce cost reduction measures through continuous improvement, innovation, and automation.

**Execute Analysis & Design Activities**
- Analyse and assess strategies that leverage other emerging technologies to improve efficiency and effectiveness within the organisation.
- Automate processes and use AI to conduct predictive analysis to analyse trends and patterns in the reliability and performance of technological systems.
- Prepare motivations for business cases and oversee their implementation.

**Technical implementation within own area**
- Manage daily service operations to ensure functionality, availability, and security of ICT systems, devices, and network infrastructure.
- Using AI, create contextual and intelligent service delivery, and explore the use of chatbots, AI-assisted data analysis, and intelligent automation to scale up the function.
- Monitor the resolution of Business Unit requests within defined SLAs and ensure that all issues are documented and resolved on time.
- Lead the adoption of best practices and frameworks for Incident Management, Service Request Management, Problem Management, Change Management, Software Asset Management, Availability Management, and Capacity Management.
- Manage the lifecycle of ICT operations and infrastructure components and services, monitoring their use, benefits, and investments.
- Drive Service Desk performance and review Service Level and Operations Metrics and KPI reports to determine and document service level and operational effectiveness.
- Align capacity, resource allocation, and distribution to ensure performance meets defined and documented goals.
- Drive critical incident and escalation processes and engage multiple stakeholders to expedite restoring system functionality.

**Vendor Management**
- Define and maintain a comprehensive vendor management strategy and key goals and deliverables.
- Negotiate vendor contracts and ensure SLA dependencies are addressed adequately in all contracts.
- Conduct regular vendor analysis, benchmarking, and value-for-money reviews to ensure maximum output from vendors.
- Drive collaboration between vendors and resolver groups for timely feedback and delivery against promised outputs and SLAs.
- Assure vendor contract compliance and SLAs by ensuring effective engagements that drive service and value.
- Assess vendor risk, manage ICT vendors, and ensure services procured meet operational requirements.

**Customer Management**
- Engage with users, centres, and regional managers to review and discuss technology performance, issues, and expectations; and ensure customer demand is met with speed and quality.
- Manage relationships with the Banks and maintain predefined levels of customer service and satisfaction in line with