Technical Support Manager

Home-Connect; Gauteng; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading company in South Africa is seeking a Technical Support Manager to oversee their Technical Support team. This dynamic role involves managing NOC operations, enhancing customer experience, and ensuring high team performance. Candidates should possess strong network management skills and a background in omni-channel support. Growth opportunities and a competitive salary package await the right individual.

Benefits

Competitive salary package

Opportunity to work with a dynamic and driven team

Growth and development opportunities

Flexible work options and modern tools

Qualifications

• Minimum 5 years' experience in technical support with at least 2 years in a management role.
• Proven experience managing a NOC or technical operations team.
• Certifications such as CCNA, CompTIA Network+, or ITIL preferred.

Responsibilities

• Lead and manage the Technical Support team for high performance.
• Oversee daily operations of the Network Operations Centre.
• Implement and track KPIs for continuous improvement.

Skills

Network Operations Centre Management

Customer Experience

Technical Networking Skills

Performance Management

Incident Management

Education

Bachelor’s degree in Information Technology

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

PRTG

SolarWinds

Nagios

Job description

Job Summary

We are seeking an experienced Technical Support Manager to lead our Technical Support team in a fast-paced and dynamic environment. The ideal candidate will have a strong background in network operations centre (NOC) management, technical networking skills, and experience overseeing omni-channel support operations. This role requires a hands-on leader who is passionate about customer experience, technical excellence, and team performance.

Key Responsibilities

• Lead and manage the Technical Support team, ensuring high levels of performance and customer satisfaction.
• Oversee daily operations of the Network Operations Centre (NOC), ensuring uptime, system monitoring, and timely incident response.
• Provide strategic and operational direction for an omni-channel support environment, including voice, email, chat, and ticketing systems.
• Conduct regular performance reviews, coaching, and development sessions for support agents and shift leads.
• Implement and track KPIs for technical support agents, driving continuous improvement in service levels.
• Collaborate with IT, Engineering, and Customer Success teams to resolve complex issues and drive proactive support solutions.
• Maintain and update technical documentation, SOPs, and knowledge bases.
• Ensure timely escalation and resolution of high-impact technical incidents.
• Drive initiatives to improve customer experience and reduce contact rate through automation, self-service, and root cause analysis.
• Recruit, train, and retain top technical support talent.
  
  

Requirements

Education & Experience:

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• Minimum 5 years' experience in technical support, with at least 2 years in a management or supervisory role.
• Proven experience managing a NOC or technical operations team.
• Experience managing omni-channel support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
  
  

Technical Skills

• Strong networking knowledge, including understanding of routers, firewalls, switches, DNS, DHCP, VPN, and internet technologies.
• Familiarity with network monitoring tools (e.g., PRTG, SolarWinds, Nagios).
• Working knowledge of Linux/Unix systems is an advantage.
• Understanding of SLA frameworks, escalation procedures, and incident management best practices.
  
  

Leadership Skills

• Strong people management and coaching abilities.
• Experience conducting performance reviews, managing shift schedules, and driving accountability.
• Ability to lead under pressure and manage high-severity incidents effectively.
• Excellent communication and interpersonal skills.
  
  

Preferred Qualifications

• Certifications such as CCNA, CompTIA Network+, or ITIL are a strong advantage.
• Experience in the ISP or telecoms industry preferred.
• Exposure to remote support and work-from-home team management.
  
  

What We Offer

• Competitive salary package
• Opportunity to work with a dynamic and driven team
• Growth and development opportunities
• Flexible work options and modern tools