Support Manager

2 weeks ago


Stellenbosch, South Africa Kerridge Commercial Systems South Africa Full time
Job title : Support ManagerJob Location : Western Cape, StellenboschDeadline : December 07, 2024Quick Recommended Links
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Key Responsibilities

  • Manage the IQ Retail support teams with assistance from Team Leaders or Supervisors by:
  • Recruiting new Support personnel with the assistance of the Incident and Problem Managers and ensure they are all developed, supported and trained effectively at the appropriate time
  • Provide Motivational and inspirational leadership to the support teams encouraging achievement of targets and customer service excellence
  • Implementing staffing and scheduling models to ensure guaranteed coverage to the global business
  • Ensuring the team provide an efficient and high quality support service in accordance with our Service Level Agreement (SLA) and Service Level Objectives (SLO) for both Incidents and Problems
  • Assisting with Corporate based customer queries and meetings
  • Ensuring the team follows and applies the standard Support Procedures and the Technical Procedures and Practices
  • Ensuring the team to adopt a more pro-active approach to handling support calls and building good customer & business partner relationships
  • Analyse Support team activity and make recommendations for increased Organisational efficiency and effectiveness
  • Pro-actively review the service provided to the customers and take measures to improve these, including;
  • Improving relationships with customers & business partners through service review meetings and calls
  • Effectively handle escalations or complaints regarding all aspects of the support service and ensure these are kept to a minimum
  • Pro-actively analysing the work undertaken by Support to look for trends that can result in deflection of Incidents
  • Alerting the management team as necessary regarding any Team issues or problems, and dealing with these as appropriate
  • Develop new initiatives to improve the Support service
  • Undertake Projects directed by their manager

Skills, Knowledge And Experience

Essential

  • Previous Support, Helpdesk 
  • Line Management experience
  • Experience leading customer meetings
  • Microsoft operating systems
  • Effectively communicate and arrange meetings with customers at a MD/CFO level
  • National & International Travel
  • Thorough understanding Microsoft operating systems
  • Thorough understanding of Cloud/VM environments
  • Thorough understanding networking

Desirable

  • ITIL Certification
  • Management Qualifications
  • Thorough knowledge, installation and support of IQ Retail systems
  • Microsoft operating systems
  • SQL
  • Fast Report writer

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