Support Manager

Dariel; Johannesburg; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Synthesis Software Technologies is seeking an experienced Managed Operations Support Manager to lead a 24x7 support function across a busy customer environment. You will drive service delivery, incident management and continual service improvement, working with cross‑functional teams and stakeholders.

The role emphasizes hands‑on leadership, ITSM expertise and a track record of building high‑performing support teams in a managed services setting.

Qualifications

• Diploma or Bachelor’s degree in Information Technology or related field.
• ITIL 4 Foundation Certification is required.
• Freshservice administration/configuration experience or equivalent ITSM platform expertise is non‑negotiable.

Responsibilities

• Lead and manage the Managed Operations Support Team in a 24x7 environment.
• Oversee workload allocation, queue management, shift planning and escalation readiness.
• Drive accountability for ticket ownership, SLA performance and operational excellence.
• Coach, mentor and develop support team members through performance management and skills development.
• Own and optimize the Freshservice ITSM platform and related processes.
• Maintain high standards of ticket hygiene, documentation and customer communication.

Skills

Operational leadership

IT Service Management

Incident management

Quality assurance

Performance reporting

Education

Diploma or Bachelor's Degree in Information Technology or related field

ITIL 4 Foundation Certification

Tools

Freshservice ITSM

Job description

About the Role

Our sister company Synthesis Software Technolgies are seeking an experienced and driven Managed Operations Support Manager to lead their Managed Operations support function and ensure the delivery of exceptional IT support services across a 24x7 customer environment.

This is a hands-on leadership role responsible for overseeing support operations, service performance, ticket governance, workforce planning, quality assurance, incident management, and continual service improvement. You will work closely with Service Managers, Technical Engineers, DevOps, Cloud Teams, and Customer Stakeholders to ensure excellent service delivery and customer satisfaction.

The ideal candidate is a strong operational leader who thrives in a fast-paced environment, has deep ITSM expertise, and is passionate about building high-performing support teams.

Key Responsibilities

Service Operations Leadership

• Lead and manage the Managed Operations Support Team in a 24x7 support environment.
• Oversee workload allocation, queue management, shift planning, and escalation readiness.
• Drive accountability for ticket ownership, SLA performance, and operational excellence.
• Coach, mentor, and develop support team members through regular performance management and skills development initiatives.

IT Service Management & Governance

• Own and optimise the Freshservice ITSM platform and associated support processes.
• Ensure effective ticket management, categorisation, prioritisation, and SLA compliance.
• Maintain high standards of ticket hygiene, documentation quality, and customer communication.
• Identify opportunities for automation and process improvement.
• Coordinate high-priority incidents and major incident responses.
• Facilitate effective communication between support teams, engineers, vendors, and customers.
• Drive root cause analysis, problem management, and continual improvement initiatives.

Performance & Reporting

• Monitor and report on operational KPIs including:
• SLA achievement
• Resolution times
• Provide meaningful insights and recommendations to senior leadership.

Customer Experience & Quality Assurance

• Ensure customers receive timely, professional, and proactive communication throughout the support lifecycle.
• Lead quality assurance initiatives and continuously improve service delivery standards.
• Foster a customer-first culture across the support team.

Qualifications

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Service Management, or a related field.
• ITIL 4 Foundation Certification (required).
• Freshservice administration/configuration experience or equivalent ITSM platform expertise - non-negotiable.

Experience

• Minimum 5 years' experience in IT Service Management, Technical Support, Service Desk, or IT Operations.
• Minimum 3 years' experience leading or managing support or operations teams.
• Experience in a 24x7 support environment.
• Experience within a Managed Services Provider (MSP) / Cloud experience or multi-customer support environment.
• Strong background in incident management, service delivery, reporting, and continual service improvement.

Advantageous

• Experience in cloud operations, DevOps support models, and monitoring platforms.
• AWS, Azure, or GCP certifications.

Operational Leadership

Capacity & Resource Planning

Customer Relationship Management

Coaching & Team Development

What Success Looks Like

• Consistent achievement of SLA and service delivery targets.
• High customer satisfaction scores.
• Well-managed support queues and balanced workload allocation.
• Strong ticket quality and governance.
• Effective incident response and problem management.
• Continuous improvements in operational efficiency, automation, and team performance.