Job title : Support Manager Job Location : Western Cape, Stellenbosch Deadline : December 07, 2024 Quick Recommended Links Jobs by Location Job by industries Key Responsibilities Manage the IQ Retail support teams with assistance from Team Leaders or Supervisors by: Recruiting new Support personnel with the assistance of the Incident and Problem Managers and ensure they are all developed, supported and trained effectively at the appropriate time Provide Motivational and inspirational leadership to the support teams encouraging achievement of targets and customer service excellence Implementing staffing and scheduling models to ensure guaranteed coverage to the global business Ensuring the team provide an efficient and high quality support service in accordance with our Service Level Agreement (SLA) and Service Level Objectives (SLO) for both Incidents and Problems Assisting with Corporate based customer queries and meetings Ensuring the team follows and applies the standard Support Procedures and the Technical Procedures and Practices Ensuring the team to adopt a more pro-active approach to handling support calls and building good customer & business partner relationships Analyse Support team activity and make recommendations for increased Organisational efficiency and effectiveness Pro-actively review the service provided to the customers and take measures to improve these, including; Improving relationships with customers & business partners through service review meetings and calls Effectively handle escalations or complaints regarding all aspects of the support service and ensure these are kept to a minimum Pro-actively analysing the work undertaken by Support to look for trends that can result in deflection of Incidents Alerting the management team as necessary regarding any Team issues or problems, and dealing with these as appropriate Develop new initiatives to improve the Support service Undertake Projects directed by their manager Skills, Knowledge And Experience Essential Previous Support, Helpdesk Line Management experience Experience leading customer meetings Microsoft operating systems Effectively communicate and arrange meetings with customers at a MD/CFO level National & International Travel Thorough understanding Microsoft operating systems Thorough understanding of Cloud/VM environments Thorough understanding networking Desirable ITIL Certification Management Qualifications Thorough knowledge, installation and support of IQ Retail systems Microsoft operating systems SQL Fast Report writer Sales / Retail / Business Development jobs