Support Desk Manager

Recru-It; Cape Town; On-site; ZAR 450 000 - 600 000; Full time

Job summary

A recruitment firm is seeking a Management position for a team of Support Desk Technology Consultants. The successful candidate will be responsible for ensuring team skills through continuous training and managing relationships with partners. Candidates should have a Management Diploma and a background in IT, with 3-5 years' experience in software support. Strong customer service and coaching abilities are essential.

Qualifications

• 3-5 years’ experience within software deployment and support environment.
• Experience in life assurance or broader financial services industry is an advantage.

Responsibilities

• Ensure team knows software and processes through ongoing training.
• Co-ordinate information sharing sessions with colleagues.
• Prepare Support Desk for S.net releases.
• Maintain SLA’s and working relations with partners.
• Communicate regularly with partners about issues.
• Ensure Support Desk consultants are suitably skilled and qualified.
• Coach and develop Support Desk consultants.
• Recruit and select to fill vacancies quickly.
• Manage resources to keep phone lines manned.
• Use voice recordings for quality control.
• Undertake daily statistical reporting on calls.
• Undertake monthly performance and metrics stats.

Skills

Call Centre / Support Desk systems

MS packages (Email, Teams, Word, Excel, PowerPoint)

Windows and operating systems

Configuration of software

Education

Management Diploma or suitable equivalent qualification

Information Technology Qualification

Job description

Summary

This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants.

What will make you successful in this role?

Software management

Responsibilities

• Ensure team knows software, services and processes through ongoing training sessions and supported documentation.
• Co‑ordinate information sharing sessions with colleagues and partners.
• Prepare and inform Support Desk to render release support during and after roll‑out of S.net releases (SanQuote desktop and Advice Tools).
• Maintain clearly defined SLA’s and working relations between Support Desk and its partners (company, Advice Tools). Review yearly.
• Communicate regularly with partners to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients.
• Liaise with partners for process changes and implement accordingly.
• Ensure all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively.
• Coach and develop the Support Desk consultants as and when necessary.
• Recruit and select to fill vacancies quickly with the correct profiled person.
• Manage resources to keep Support Desk phone lines manned at all times.
• Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately.
• Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) from BMC Helix and QlikView.
• Undertake monthly Support Desk performance and metrics stats for Goals purpose.

Qualifications and Experience

• Management Diploma or suitable equivalent qualification.
• Information Technology Qualification (degree or diploma); recommend secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL.
• Minimum 3‑5 years’ experience within software deployment and support environment.
• Experience in life assurance or broader financial services industry an advantage.

Knowledge and Skills

• Call Centre / Support Desk systems / software program technology.
• MS packages (Email, Teams, Word, Excel, PowerPoint).
• Windows and operating systems.
• Configuration of software and programs.

Business

• Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc.).
• Basic Product knowledge.
• Knowledge of Personnel Policy.
• Expense management and budgets.
• Management and co‑ordination of manpower resources.

Core Competencies

• Customer Service.
• Team Success.
• Planning and Organising.
• Work Standards.
• Decision Making.
• Building and maintaining relationships.
• Communication.
• Coaching.
• Continuous Learning.

Personal Attributes

• Able to motivate and coach staff.
• Relationship building.
• Structured and good planning skills / co‑ordination skills.