Support Desk Manager

SUMMARY:
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POSITION INFO:

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

• 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.: Company, Advice Tools). Yearly review this
• Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, 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 Sanlam Product knowledge
• Knowledge of Sanlam Personnel Policy
• Expense management and budgets
• Management and co-ordination of manpower resources

Core Competencies

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