ERP Support Desk Manager (Hybrid)

SUMMARY:
Join a leading ERP consulting firm where you’ll work with industry professionals, support clients across a range of industries, and be part of a team of talented individuals. The role offers a hybrid setup, with ideally three days a week in the Bryanston office, giving you a good balance of flexibility, collaboration and team connection.

POSITION INFO:
A key summary of the role is outlined below.  A more comprehensive job specification with full details is available after initial contact and a successful CV review.

This is a hands-on leadership role for someone who knows ERP environments well and still enjoys getting involved when a difficult issue lands on the desk. The role combines senior ERP support, customer relationship management, team leadership and service improvement.

A major part of the opportunity is building a support team that delivers excellent service while also developing junior consultants into future implementation specialists.

Duties / Key Responsibilities

• Build and manage the ERP support desk, including processes, service standards and escalation procedures.
• Lead workload planning, ticket prioritisation, SLA management and support performance.
• Act as the senior escalation point for complex functional and system-related ERP issues.
• Support customers across finance, inventory, procurement, supply chain, manufacturing, sales and service processes.
• Troubleshoot configuration, process and application issues and help customers improve how they use their ERP systems.
• Manage customer communication and build strong relationships with key accounts.
• Work with consultants, developers and technical specialists to resolve complex issues.
• Lead root-cause analysis and reduce recurring support problems.
• Recruit, coach and develop junior support consultants.
• Build clear development paths that prepare junior team members for future ERP consulting roles.
• Create and maintain knowledge articles, troubleshooting guides, procedures and support documentation.
• Track support trends and introduce better processes, automation and self-service where useful.
• Identify opportunities for customer training, system optimisation and improved service delivery.

Requirements

• At least 8 years' ERP consulting, implementation or support experience.
• At least 3 years' experience in a senior support, team lead or consulting leadership role.
• Strong experience supporting live ERP environments.
• Solid understanding of ERP business processes, including finance, supply chain, inventory, manufacturing, procurement and sales.
• Strong experience in at least one major mid-market or enterprise ERP platform.
• Experience with platforms such as Epicor Kinetic, Microsoft Dynamics 365 Business Central or Microsoft Dynamics 365 Finance & Supply Chain would be highly beneficial.
• Candidates from comparable ERP environments such as SAP Business One, NetSuite, Infor, SYSPRO or Sage may also be considered.
• Strong troubleshooting, escalation management and problem-solving skills.
• Experience working directly with customers.
• Proven experience coaching or mentoring junior team members.
• Good understanding of support KPIs, SLAs, ticket management and service delivery.

Education

Soft Skills

• Customer-focused with a strong sense of ownership.
• Calm and practical when dealing with pressure or difficult problems.
• Analytical, organised and able to prioritise effectively.
• Clear communicator with strong people sense.
• Comfortable working across technical, consulting and customer teams.
• Enjoys coaching people and helping junior team members grow.
• Hungry to improve the support function, humble enough to work collaboratively, and smart enough to make sound decisions when situations are not straightforward.

Salary