Technical Support Manager

Placements24; Randburg; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Salary incentives

Health and pension

Professional development

Hybrid work option

Job summary

Placements24 in Randburg is seeking a seasoned Technical Support Manager to lead the technical support department. You will oversee daily operations, drive service improvements, and mentor a team of support engineers to deliver exceptional assistance.

The role requires strong IT, networks, and troubleshooting expertise, with a proven leadership track record. You will collaborate across teams, monitor SLAs, and shape processes to enhance product usability and customer satisfaction.

Qualifications

• Significant experience in technical support with leadership.
• Strong understanding of IT systems, networks, and troubleshooting.
• Experience with managing and developing a technical support team.
• Excellent problem-solving and communication skills.
• Experience with helpdesk software and CRM systems.

Responsibilities

• Manage and direct the daily operations of the technical support team.
• Develop and implement strategies to enhance technical support service delivery.
• Recruit, train, and mentor technical support staff.
• Monitor key performance indicators and ensure service level agreements are met.
• Handle escalated technical issues and provide guidance to the team.
• Collaborate with other departments to improve product usability and support processes.

Skills

Leadership

Technical support

Customer service

Problem solving

Communication

Tools

CRM systems

Job description

About the Role

Our client is searching for a seasoned Technical Support Manager to lead their technical support department in Randburg . This strategic role involves overseeing the delivery of exceptional technical assistance, managing a team of support engineers, and implementing efficient support processes. You will play a crucial part in ensuring customer satisfaction by resolving technical challenges promptly and effectively, while also driving continuous improvement within the support function. We are seeking a leader with a strong technical background and proven management experience.

Key Responsibilities

• Manage and direct the daily operations of the technical support team.
• Develop and implement strategies to enhance technical support service delivery.
• Recruit, train, and mentor technical support staff.
• Monitor key performance indicators and ensure service level agreements are met.
• Handle escalated technical issues and provide guidance to the team.
• Collaborate with other departments to improve product usability and support processes.

Requirements

• Significant experience in technical support , with demonstrable leadership experience.
• Strong understanding of IT systems, networks, and troubleshooting methodologies.
• Proven ability to manage and develop a technical support team.
• Excellent problem-solving, analytical, and decision-making skills.
• Experience with helpdesk software and CRM systems.
• Strong communication and interpersonal skills.

Benefits

• Attractive salary and performance-related incentives.
• Comprehensive benefits package including health and pension.
• Opportunities for professional development and leadership training.
• A dynamic and innovative work environment.
• Potential for flexible hybrid working arrangements.