Support Desk Manager

Support Desk Manager – Technology & Training

Location:Bellville, Cape Town
Closing Date:10 October 2025

Role Overview

This management role leads a team of Technology Support Desk Consultants, responsible for both technical and functional training and support. The role is focused on delivering high-quality user support, ensuring readiness for system rollouts, and maintaining effective communication across business and technical teams.

Key Responsibilities

Software Support & Rollouts:

• Ensure the team maintains up-to-date knowledge of software, systems, and support processes.
• Conduct regular training and information-sharing sessions.
• Prepare the team to support users before, during, and after system updates and releases

Stakeholder Engagement:

• Manage service-level agreements and working relationships with internal and external stakeholders.
• Facilitate regular communication to address issues and improve collaboration.
• Liaise with relevant teams to implement process changes efficiently.

Team Leadership

• Ensure team members are suitably skilled and trained for their roles.
• Provide coaching, support, and career development opportunities.
• Manage recruitment to maintain a high-performing team.

Operational Oversight

• Ensure continuous support desk coverage and manage shift schedules.
• Use call recordings for quality control and training purposes.
• Compile daily and monthly performance reports using platforms such as BMC Helix and QlikView.

Qualifications & Experience

• Diploma in Management or an equivalent qualification.
• An IT-related degree or diploma is strongly recommended.
• Additional technical certifications (e.g., MCSE, A+, N+, ITIL) would be beneficial.
• Minimum 3–5 years’ experience in software deployment and technical support.
• Exposure to the financial services sector is advantageous.

Technical & Business Competencies

• Familiarity with support desk or call centre platforms and tools.
• Proficiency in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).
• Understanding of Windows operating systems and software configuration.
• Awareness of legislation relevant to financial services (e.g., FAIS, FICA).

Key Attributes

• Strong customer service orientation
• Effective communication skills
• Ability to coach and develop staff
• Structured, organised, and methodical
• Solid decision-making and problem-solving skills
• Committed to continuous learning and professional growth

Commitment to Inclusion

This organisation is committed to diversity, equity, and inclusion. Applications from all backgrounds are welcomed, including individuals with disabilities. Recruitment processes are aligned with employment equity practices to ensure representation reflective of society.