Technical Operations Manager

TalentSphere Pty; Centurion; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is looking for a Technical Manager to lead their technical and support team in Centurion. This role is pivotal in ensuring successful product rollouts and client setups while maintaining high standards of customer support. The ideal candidate will bring over 7 years of experience in technical support, including at least 5 years in a managerial capacity. With a focus on performance, accountability, and continuous training, this position offers the chance to drive success and align departmental efforts with commercial objectives. Join a dynamic team that values innovation and excellence!

Qualifications

• 7+ years in technical support with 5 years in a managerial role.
• Strong troubleshooting abilities and knowledge of IT systems.

Responsibilities

• Lead the technical and support team for product rollouts and client setups.
• Ensure performance, KPIs, and ongoing staff training are met.

Skills

Six Sigma

Lean

Management Experience

Process Improvement

Microsoft Outlook

Analysis Skills

Warehouse Management System

Operations Management

Kaizen

Leadership Experience

Supervising Experience

Retail Management

Education

Bachelor's Degree in Information Technology

Bachelor's Degree in Engineering

Tools

Helpdesk Ticketing Systems

CRM Tools

Management Software

Job description

Job Title: Technical Manager

A premium communication and surveillance solutions equipment supplier company based in Centurion is seeking a Technical Manager to lead and oversee the technical and support team. Responsibilities include product rollouts, client setups, customer support, device repairs, quality control, fault diagnosis, and more. The individual must ensure the overall performance of the department, drive success by holding team members accountable, and align customer support efforts with the company's commercial objectives. The Technical Manager will also ensure contractual obligations are met, KPIs are achieved, and ongoing staff training is provided.

Duties & Responsibilities

Minimum requirements for the role :

• A bachelor's degree in information technology, engineering, or a related field is preferred.
• At least 7 years of experience in technical support, customer success, or a related role, with a minimum of 5 years in a managerial position.
• Proven experience managing technical support teams and a strong understanding of how customer support impacts business success.
• Excellent communication, leadership, and conflict management skills.
• Strong technical troubleshooting abilities with broad knowledge of IT systems, product rollout processes, and software testing.
• Experience with KPI management, client contract requirements, and commercial strategies.
• Proficiency in helpdesk ticketing systems, CRM tools, and management software.
• Interested candidates should email their CVs.

Key Responsibilities :

• Lead and oversee the technical and support team responsible for product rollouts, client setups, customer support, device repairs, quality control, fault diagnosis, etc.
• Ensure departmental performance, drive success, hold team members accountable, and align customer support with commercial objectives.
• Ensure client contractual obligations are met, KPIs are achieved, and staff training is ongoing.
• Manage and supervise teams responsible for product rollouts, setup, and post-deployment support.
• Oversee daily operations, ensure KPIs and targets are met, and conduct performance reviews.
• Manage client tickets, support calls, troubleshooting, and customer satisfaction.
• Align departmental objectives with company strategy to support growth and client success.
• Oversee device repairs, replacements, and quality control to maintain high standards.
• Implement testing and bug reporting procedures for new products.
• Ensure team training on new technologies and customer service techniques.
• Provide coaching, development, and foster continuous learning.
• Ensure all customer contract requirements are fulfilled and compliance maintained.
• Lead conflict resolution within the team and with clients.
• Encourage feedback and empower team members to find solutions.
• Identify opportunities for process improvements within technical operations.
• Collaborate with senior management to align support with business growth strategies.

Salary package including benefits is highly negotiable depending on experience.

Package & Remuneration

Monthly

Required Experience

Manager

Key Skills

Six Sigma, Lean, Management Experience, Process Improvement, Microsoft Outlook, Analysis Skills, Warehouse Management System, Operations Management, Kaizen, Leadership Experience, Supervising Experience, Retail Management