Technical Support Manager

5 months ago

Johannesburg Metropolitan Area, South Africa SakhonaHR Full time

A leading provider of leading-edge technology, communications and data storage, cyber security, and innovative IIOT solutions.

The Role

You will be responsible for :

  • Managing and leading a team of Technical Support Engineers
  • Ensuring the team provides timely and effective support to clients
  • Developing and implementing support strategies and processes to optimize customer satisfaction
  • Collaborating with other departments to enhance support systems and procedures
  • Monitoring and analyzing support metrics, identifying areas for improvement, and implement corrective actions
  • Providing guidance, training, and mentorship to ensure high quality service delivery
  • Handling escalated customer issues and provide resolutions
  • Staying up-to-date with the latest industry trends and technologies
  • Preparing and presenting reports on support team performance and customer satisfaction

Ideal Profile

  • Bachelor's degree in Computer Science, B.Tech Engineering, or a related field
  • Proven experience in a technical support management role (minimum 4 years)
  • Good understanding of Networking and experience in Wireless Technology will be advantageous
  • Knowledge of PLC programming and SCADA development will be advantageous
  • CCNA (Cisco Certified) will be advantageous
  • CompTIA:A+,N+,S+
  • Relevant Management certification may be required
  • Strong technical background and understanding of IT systems
  • Excellent leadership and people management skills
  • Has ability to deliver presentations to various audiences including colleagues, customers, and industry experts
  • Customer-focused mindset with strong problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work well in a fast-paced, team-oriented environment
  • Experience with support ticketing systems and Customer Relationship Management (CRM) tools
  • Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills
  • Travel as business requirements dictate at management discretion
  • Integrity, Mutual Respect, Customer Focus, Execution.
  • Strong conceptual abilities
  • Creativity and project management skills
  • Technical Account Management skills
  • Ability to take initiative by suggesting, managing and/or implementing special projects to improve the level of support offered by the entire Technical Support Division
  • Ability to act as a positive role model for others in their department and division
  • Ability to diplomatically handle issues with customers by working within and across departments and divisions.
  • Ability to anticipate needs (e.g. training or documentation) within their department or the Technical Support Division as a whole and takes action to meet those needs
  • Ability to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously.


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