Support Desk Manager (24/7 Operations)

SUMMARY:
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POSITION INFO:

Location: Cape Town (Century City), On-Site
Salary: R 600,000 – R 840,000 Annual CTC
Benefits: Medical Aid Contribution

The Role: Key Responsibilities & Daily Duties

We are seeking an experienced Support Desk Manager to build, lead, and optimize our client's 24/7 support desk. You will be responsible for delivering world-class technical support to industrial customers and ensuring the reliability of mission-critical robotic and automation systems.

Your key responsibilities will include:

• Team & Operations Management: Lead and manage a 24/7 support desk team providing 1st and 2nd level support to remote mining and construction customers via phone, email, and chat.
• Process Development: Develop, in collaboration with technical experts, and implement Standard Operating Procedures (SOPs) for the support desk to ensure efficient and consistent service delivery.
• Ticket & SLA Management: Oversee the ticketing system, ensuring all incidents are logged, tracked, and resolved within agreed Service Level Agreements (SLAs).
• Escalation Management: Manage the escalation process to 3rd level support engineers and OEM partners for complex technical issues.
• Customer Engagement: Act as a key point of contact for customers, attending meetings, providing routine reporting on support performance, and ensuring high levels of customer satisfaction.
• Continuous Improvement: Oversee routine maintenance schedules and lead the onboarding process for new systems into the support environment.

Skills & Qualifications

• Essential: An IT or Network certification (e.g., A+, N+, CCNA) and/or a relevant Degree or Diploma.
• Essential: 5+ years of experience in a technical support environment, with at least 2 years in a management or team lead role.
• Essential: Proven customer service management experience with a focus on SLA compliance and customer satisfaction.
• Essential: Experience managing a ticketing system and implementing support workflows and procedures.
• Highly Advantageous: Experience in a 24/7 operational environment, particularly within networking, industrial automation, or robotics.
• Essential: Excellent leadership, communication, and interpersonal skills, with the ability to motivate a team and manage stakeholder relationships effectively.

Why Join Our Client?

• Strategic Leadership Role: Build and shape the 24/7 support function from the ground up within a rapidly growing global tech company.
• Meaningful Impact: Ensure the success of customers using cutting-edge robotics in critical industries, making a tangible difference to their operations.
• Career Growth: This is a high-visibility role with significant responsibility and excellent opportunities for professional advancement into senior operational leadership.
• Innovative Environment: Be part of a forward-thinking company that values technology, process excellence, and customer success.
• Central Role: Become the operational backbone for customer support, directly contributing to the company's reputation and growth.