IT Support Manager

Duties will include but not be limited to:Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfactionManage Service Delivery teams and monitor all procedures related to identification, prioritization, and resolution of incidents, including the tracking and coordination of service desk functionsEngage with internal stakeholders to define SLAs that take business needs and capacity into account. Implement the SLAs and measure performance against themLead, supervise, and motivate a team of support technicians to deliver high-quality technical supportManage and prioritize support requests and escalate issues as necessaryProvide daily direction and communication to Team Members to ensure connect(helpdesk) tickets are answered in a timeous and efficient mannerEnsure SLAs ,OLAs and KPIs are met and regularly report on team performanceCollaborate with other departments and stakeholders to identify and resolve technical problemsContinuously improve processes and procedures to enhance the effectiveness and efficiency of the support team as well as understand and adhere to all company policiesStay up to date with industry trends and technologies and make recommendations for updates and upgrades as neededProvide cover 1st/2nd line level on calls and tickets that come throughEfficiently onboard new clients according to company standardsPerform all duties with strict adherence to PCI DSS, GDPR and POPI standardsReport downtime and complete incident reports when it occursEnsure all relevant IT equipment is asset taggedPerform all User Management Tasks e.g processing new users, leavers and CODsRequirements:BSc Computer Science Degree or Diploma in ITMCSE, CompTIA Certification or similarITIL Foundation certification is advantageousMinimum 3-5 years proven management experience in an IT Service Desk / service delivery or similar role Minimum 5 years experience in a technical IT roleExcellent technical knowledge of common desktop and network operating systems and hardwareMust have a good understanding of networking concepts e.g., IP Addressing, VLANs etc.Excellent understanding of Microsoft applications, and Office 365 environmentsDrivers license & own car