Support Desk Manager

Progressive IT Resourcing; Cape Town; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A technology support staffing agency in Cape Town is seeking a Support Desk Manager to oversee a team of consultants. The role requires experience in software deployment and strong leadership skills. Responsibilities include team management, ensuring effective resource utilization, and performing daily performance reporting. Candidates should have a management diploma and relevant IT qualifications, with experience in the financial services sector being advantageous.

Qualifications

• Minimum 3-5 years' experience within software deployment and support environment.
• Experience in life assurance or broader financial services industry an advantage.
• Strong knowledge of call centre/support desk systems/software.

Responsibilities

• Manage a team of Support Desk Technology Consultants.
• Ensure effective productivity and resource management.
• Undertake daily statistical reporting on team performance.

Skills

Customer Service

Team Success

Planning and Organizing

Work Standards

Decision Making

Building and maintaining relationships

Communication

Coaching

Continuous Learning

Education

Management Diploma or suitable equivalent qualification

Information Technology Qualification (degree or diploma)

Tools

BMC Helix

QlikView

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

Job description

What will you do?

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

Support:

• Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.
• Co-ordinate information sharing sessions with colleagues and partners

Rollouts:
S.net releases

• Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out

Stakeholder management

• Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: Company, Advice Tools). Yearly review this
• Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, Company etc) 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

People management

• Ensure that 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
• Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person

Effective Support Desk management

• Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls.
• Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc)
• 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) to staff. This is taken from BMC Helix and QlikView.
• Undertake monthly Support Desk performance and metrics stats for Goals purpose.

Qualification and Experience

• Management Diploma or suitable equivalent qualification.
• Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL
• Minimum of 3-5 years’ experience within software deployment and support environment.

Experience in life assurance or broader financial services industry an advantage.

Knowledge and Skills

IT/Systems/Tools:

• Call Centre/Support Desk systems/software program technology
• MS packages (i.e. 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 Sanlam Product knowledge
• Knowledge of Sanlam Personnel Policy
• Expense management and budgets
• Management and co-ordination of manpower resources

Core Competencies

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