Support Desk Manager

Recruiter:

Recru-it

Job Ref:

PE011374/LM

Date posted:

Tuesday, October 7, 2025

Location:

Cape Town, South Africa

Salary:

market related Monthly

SUMMARY:

What will you do?

This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants.

What will make you successful in this role?
Software management
Support:

Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.
Co-ordinate information sharing sessions with colleagues and partners

Rollouts:
S.net releases (SanQuote desktop and Advice Tools (Sanport, Sanfin, InterAct):

Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out

Stakeholder management

Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: the company, Advice Tools). Yearly review this
Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, the company etc.) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients
Liaise with partners for process changes and implement accordingly

People management

Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively
Coach and develop the Support Desk consultants as and when necessary
Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person

Effective Support Desk Management

Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc)
Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately
Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and QlikView.
Undertake monthly Support Desk performance and metrics stats for Goals purpose.

Qualification and Experience

Management Diploma or suitable equivalent qualification
Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL
Minimum of 3-5 years’ experience within software deployment and support environment
Experience in life assurance or broader financial services industry an advantage

Knowledge and Skills

IT/Systems/Tools:

Call Centre/Support Desk systems/software program technology
MS packages (i.e. Email, Teams, Word, Excel, PowerPoint)
Windows and operating systems
Configuration of software and programs

Business:

Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc.)
Basic Product knowledge
Knowledge of Personnel Policy
Expense management and budgets
Management and co-ordination of manpower resources

Core Competencies

Customer Service
Team Success
Planning and Organising
Work Standards
Decision Making
Building and maintaining relationships
Communication
Coaching
Continuous Learning

Personal Attributes

Able to motivate and coach staff
Relationship building
Structured and good planning skills/co-ordination skills

POSITION INFO:

What will you do?

Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.
Co-ordinate information sharing sessions with colleagues and partners

Rollouts:
S.net releases (SanQuote desktop and Advice Tools (Sanport, Sanfin, InterAct):

Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out

Stakeholder management

Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: the company, Advice Tools). Yearly review this
Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, the company etc.) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients
Liaise with partners for process changes and implement accordingly

People management

Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively
Coach and develop the Support Desk consultants as and when necessary
Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person

Effective Support Desk Management

Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc)
Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately
Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and QlikView.
Undertake monthly Support Desk performance and metrics stats for Goals purpose.

Qualification and Experience

Management Diploma or suitable equivalent qualification
Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL
Minimum of 3-5 years’ experience within software deployment and support environment
Experience in life assurance or broader financial services industry an advantage

Knowledge and Skills

IT/Systems/Tools:

Call Centre/Support Desk systems/software program technology
MS packages (i.e. Email, Teams, Word, Excel, PowerPoint)
Windows and operating systems
Configuration of software and programs

Business:

Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc.)
Basic Product knowledge
Knowledge of Personnel Policy
Expense management and budgets
Management and co-ordination of manpower resources

Core Competencies

Customer Service
Team Success
Planning and Organising
Work Standards
Decision Making
Building and maintaining relationships
Communication
Coaching
Continuous Learning

Personal Attributes

Able to motivate and coach staff
Relationship building
Structured and good planning skills/co-ordination skills

Similar jobs you might be interested in:

Support Desk Manager
Location: Cape Town
Salary: market related Monthly
What will you do?This is a management position that manages a team of support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants. What will make you successful in this role?Software management support: Ensure that team knows the software, services and processes through ongoing training sessions and supported doc...
13 days ago

Support Desk Manager
Location: Cape Town
Salary:
13 days ago

Group Finanical Manager
Location: Cape Town
Salary: Market related
My client in the non-profit space seeks an experienced CA(SA) Group Financial manager to fill in a m
2 days ago

Brand Ambassador - V&A Waterfront
Location: Cape Town
Salary:
2 days ago

Junior Production Assistant
Location: Cape Town
Salary:
2 days ago

Digital Agency Senior Paid Ads Strategist
Location: Stellenbosch
Salary:
Are you an experienced Paid Ads specialist with minimum five years experience? Our client based in Stellenbosch, has a hybrid position available (2 days in office, 2 days remote) which requires your Google Ads certification, strong skills in GTM, GA4, and campaign optimisation. This post needs a strong independent specialist who is an excellent with implementation, working with several c...
3 days ago

Group Financial Manager
Location: Cape Town
Salary: 800 000 Annually
A well-established manufacturing business is seeking an accomplished Group Financial manager to take ownership of group reporting, consolidations, and financial governance. This role is ideal for a meticulous finance professional who thrives in a dynamic environment and enjoys navigating the challenges of managing multiple entities.
3 days ago

Management Accountant
Location: Stellenbosch
Salary: 480 000 Annually
Ready to move beyond routine reporting and make a real business impact? A fast-growing organization based in Stellenbosch is seeking a Management Accountant to drive its next phase of growth. In this role, you’ll use your financial insight to shape strategic decisions and play an active part in projects that deliver measurable results.
3 days ago

Financial Controller
Location: Stellenbosch
Salary: 460 000 Annually
Are you a meticulous finance professional who thrives on managing complex accounting operations? We’re seeking a talented Financial Controller to join our dynamic team and play a pivotal role within a high-performing finance department. This position offers the chance to go beyond the numbers — driving insights, owning critical processes, and strengthening the financial foundation of a...
3 days ago

Financial Accountant
Location: Cape Town
Salary: 300 000 Annually
Step into a dynamic environment where finance meets entrepreneurship. This role offers the rare chance to work within a privately held investment and property business that combines the pace of a venture capital firm with the stability of a family office. You’ll gain exposure across multiple entities, play a hands-on role in managing diverse financial operations, and work closely with decisi...
3 days ago