Support Manager

Dariel; Sandton; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

Dariel is seeking an experienced Managed Operations Support Manager to lead a 24x7 IT support environment. The role focuses on overseeing operations, service performance, ticket governance, workforce planning, QA, incident management and continual service improvement, in collaboration with Service Managers, DevOps, Cloud Teams and customer stakeholders.

The ideal candidate will be a strong operational leader with ITSM depth and a passion for building high-performing support teams, driving

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Service Management, or a related field.
• ITIL 4 Foundation certification is required.
• Freshservice administration experience or equivalent ITSM platform expertise.

Responsibilities

• Lead the Managed Operations support team in a 24x7 environment.
• Oversee workload allocation, queue management, shift planning, and escalation readiness.
• Drive ticket ownership, SLA performance, and operational excellence.
• Coach and develop support team members through regular performance management and skills development initiatives.
• Own and optimize Freshservice ITSM platform and related support processes.
• Ensure effective ticket management, prioritisation, and SLA compliance.
• Maintain high standards of ticket hygiene, documentation quality, and customer communication.
• Identify opportunities for automation and process improvements.
• Coordinate high-priority incidents and major incident response.
• Facilitate effective communication between support teams, engineers, vendors, and customers.
• Drive root cause analysis, problem management, and continual improvement initiatives.
• Monitor KPIs and provide insights to senior leadership.
• Maintain strong customer experience and quality assurance across the support function.

Skills

ITSM leadership

Incident management

Service delivery

Stakeholder management

Team coaching

Education

Diploma or Bachelor’s in IT/CS/Service Management

Tools

Freshservice

ITSM platform

Job description

About the Rol

eWe are seeking an experienced and driven Managed Operations Support Manager to lead our 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 Responsibiliti

esService Operations Leadersh

• ipLead and manage the Managed Operations Support Team in a 24x7 support environmen
• t.Oversee workload allocation, queue management, shift planning, and escalation readines
• s.Drive accountability for ticket ownership, SLA performance, and operational excellenc
• e.Coach, mentor, and develop support team members through regular performance management and skills development initiative

s.IT Service Management & Governan

• ceOwn and optimise the Freshservice ITSM platform and associated support processe
• s.Ensure effective ticket management, categorisation, prioritisation, and SLA complianc
• e.Maintain high standards of ticket hygiene, documentation quality, and customer communicatio
• n.Identify opportunities for automation and process improvemen
• ntCoordinate high-priority incidents and major incident response
• s.Facilitate effective communication between support teams, engineers, vendors, and customer
• s.Drive root cause analysis, problem management, and continual improvement initiative

s.Performance & Reporti

• ngMonitor and report on operational KPIs includin
• g:SLA achieveme
• ntResolution tim
• esProvide meaningful insights and recommendations to senior leadershi

p.Customer Experience & Quality Assuran

• ceEnsure customers receive timely, professional, and proactive communication throughout the support lifecycl
• e.Lead quality assurance initiatives and continuously improve service delivery standard
• s.Foster a customer-first culture across the support tea

m.Requiremen

tsQualificatio

• nsDiploma or Bachelor's Degree in Information Technology, Computer Science, Service Management, or a related fiel
• d.ITIL 4 Foundation Certification (required
• ).Freshservice administration/configuration experience or equivalent ITSM platform expertis

e.Experien

• ceMinimum 5 years' experience in IT Service Management, Technical Support, Service Desk, or IT Operation
• s.Minimum 3 years' experience leading or managing support or operations team
• s.Experience in a 24x7 support environmen
• t.Experience within a Managed Services Provider (MSP) or multi-customer support environment is highly advantageou
• s.Strong background in incident management, service delivery, reporting, and continual service improvemen
• t.Experience in cloud operations, DevOps support models, and monitoring platform

es Operational Leadersh

nt Capacity & Resource Planni

ng Customer Relationship Manageme

nt Coaching & Team Developme

onWhat Success Looks Li

• keConsistent achievement of SLA and service delivery target
• s.High customer satisfaction score
• s.Well-managed support queues and balanced workload allocatio
• n.Strong ticket quality and governanc
• e.Effective incident response and problem managemen
• t.Continuous improvements in operational efficiency, automation, and team performanc