Technical Support Manager

CSI3; Secunda; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

CSI3 in Secunda, South Africa seeks a Technical Support Manager to lead MES/OT support teams, ensuring high-quality service delivery and operational excellence. You will own SLA performance, vendor management, and customer satisfaction, while guiding continuous improvement and governance across sites.

The role requires strong leadership, 10+ years in Industrial IT/MES, and a track record of building capable teams.

Qualifications

• 10+ years experience in Industrial IT and MES environments.
• Minimum 2 years in operations team leadership.
• Strong leadership, mentoring, and team development.
• Proven ability to manage SLA, vendor relations, and change control.

Responsibilities

• Oversee SLA compliance and service quality.
• Lead regular operational meetings and reports.
• Manage vendor relationships and contracts.
• Drive continuous improvement and process governance.
• Escalation point for customer concerns.
• Develop capability and succession planning.

Skills

Leadership

SLA Management

Vendor Management

ITIL

MES/OT

Change Management

Education

Bachelor’s degree in Computer Science or related

Grade 12

Tools

ITIL Framework

Job description

The Technical Support Manager provides leadership, direction, and oversight of the MES/OT support teams to ensure high-quality service delivery and operational excellence.

This role is accountable for SLA performance, vendor management, customer satisfaction, and process governance, while also developing team capability and driving continuous improvement.

Role Reporting

The role reports to the Tehnical Operations Manager.

Key Responsibilities

Team & Performance Management

• Provide line management for support teams, ensuring performance management, coaching, and mentoring.
• Manage team dynamics, promote collaboration, and resolve interpersonal challenges.
• Facilitate recruitment in collaboration with HR to secure top talent.
• Lead employee development through training, knowledge sharing, and strategy roadmaps.
• Demonstrate strong leadership, setting direction and motivating teams.

Service & Operations Management

• Take accountability for SLA compliance and service quality, ensuring delivery within contracted targets.
• Lead daily, weekly and monthly operational meetings, reporting on progress, challenges, and goals.
• Provide accurate operational feedback and reports to the Operations Manager.
• Enforce effective change management processes to minimize risk and ensure stability.
• Facilitate structured problem-solving and troubleshooting to resolve recurring issues.
• Oversee customer satisfaction management, ensuring positive engagement and service outcomes.
• Manage senior standby duties, providing escalation support where required.
• Manage relationships with 3rd party vendors and suppliers, ensuring contractual and performance compliance.
• Build, maintain, and strengthen client relationships at operational and management levels.
• Act as escalation point for customer concerns, ensuring timely resolution.
• Align communication and collaboration with internal business units and external partners.

Process, Compliance & Governance

• Design, maintain, and enforce operational processes and procedures to improve productivity and service delivery.
• Improve, implement, and align MES and IIT processes, procedures, and work instructions across sites to standardize and improve effectiveness.
• Ensure full compliance with corporate, company, and regulatory policies and standards.
• Manage cost within budget, identifying opportunities for efficiency and savings.

Strategic & Technical Contribution

• Research and evaluate new or enhanced technologies to improve service quality and efficiency.
• Develop and propose application, technical and architectural solutions for customer requests, quotations, and proposals.
• Support continuous improvement initiatives to enhance service delivery, quality, and team performance.
• Contribute to capacity and resource planning to ensure scalability and stability of services.

Qualifications

• Grade 12
• Bachelor’s degree or diploma in Computer Science or Computer Data Processing

Preferred Qualifications

• ITIL Certification

Experience

• 10+ years of experience in Industrial IT and/or MES
• 2+ years of operations team leader experience

Skills & Attributes

• Strong understanding of MES/OT support environments and IT/OT integration
• Knowledge of SLA management, vendor management, and change management frameworks such as ITIL
• Ability to design, review, and oversee operational processes and procedures
• Awareness of architectural design considerations in MES/OT solutions
• Proven leadership and mentoring capability with experience managing diverse teams
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills, with ability to engage at all levels
• Customer-oriented mindset with focus on service quality and satisfaction
• Ability to manage cost, budgets, and resource allocation effectively
• Strategic thinking with a continuous improvement mindset