Technical Support Manager Randburg - Randburg
Kempston Recruitment
Our client based in Randburg is currently seeking a highly skilled and motivated Technical Support Manager to join their growing team. As a Technical Support Manager, you will be responsible for leading and managing a growing dynamic team of technical support engineers, to ensure the highest level of customer solutions and support services. Manage and lead a team of technical support engineers Ensure the team provides timely and effective support Develop and implement support strategies and processes to optimize customer service and satisfaction Collaborate with other departments to enhance support systems, inter-departmental communication, and procedures Handle escalated customer issues and provide resolutions Monitor and analyse support metrics, identify areas for improvement, and implement corrective actions. Provide guidance, training, and mentorship to ensure high quality relevant service delivery and team motivation and cohesion. Remain up to date with latest industry trends and technologies Prepare and present reports on support team performance, customer satisfaction EDUCATION / COMPUTER PACKAGES: Bachelor's degree in computer science, B. Tech Engineering, or related field is essential Proven experience in a technical support management role (minimum 5 years) Good understanding of Networking and experience in Wireless Technology will be advantageous Knowledge of PLC programming and SCADA development (advantageous) CCNA (Cisco Certified) will be advantageous CompTIA: A,N,S Relevant Management certification may be required Strong technical background and understanding of IT systems Excellent leadership and people management skills Create and deliver presentations to various audiences including colleagues, customers, and industry experts Customer-focused mindset with strong problem-solving skills Excellent communication and interpersonal skills Ability to work well in a fast-paced, team-oriented environment Experience with support ticketing systems and customer relationship management (CRM) tools Excellent organizational skills, ability to communicate clearly and facilitate good communication. Solution focused. Travel as business requirements dictate at management discretion Represent and uphold company core values of Integrity, Mutual Respect, Customer Focus, Service and Execution. SKILLS AND EXPERIENCE: Strong conceptual abilities Achieve company objectives, targets, go above and beyond to provide innovative and creative project management skills. Technical account management skills Ability to take initiative by suggesting, managing and/or implementing special projects and action to improve and maintain a high standard of innovative and excellent solutions and support by the entire Technical Support Division Ability to act as a positive role model for others in their department and division Ability to diplomatically handle issues with customers by working within and across departments and divisions. Ability to anticipate needs (e.g. training, documentation, KPI's, performance reviews, etc. ) within their department or the Technical Support Division as a whole and takes action to meet those needs Ability to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously
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