Head of Support
IT – Manager
Cape Town – Western Cape
ENVIRONMENT:
A top player in cloud Contact Center and CRM solutions in Southern Africa is on the hunt for a Head of Support! This key leadership role is all about shaping and driving the support strategy to align with the company’s big goals. You’ll be crafting and rolling out standard operating procedures , optimizing systems and tools for top-notch support, and leading and growing the support team. They looking for someone with a National Diploma or Degree in Information Technology or Business Management (IT-related preferred).
DUTIES:
Strategic Alignment
- Develop and articulate a comprehensive support strategy that aligns with the company’s broader goals and objectives.
- Collaborate with senior leadership to ensure the support strategy supports business growth, customer satisfaction, and retention targets.
Standard Operating Procedures (SOPs)
- Translate the support strategy into actionable SOPs, ensuring they are documented, communicated, and adhered to across the support team.
- Continuously review and update SOPs to reflect changes in company strategy, customer needs, and industry best practices.
Systems and Tools Development
- Identify, implement, and optimise support systems and tools to enhance efficiency and effectiveness.
- Work with IT and product teams to ensure the support infrastructure is robust, scalable, and integrated with other business systems.
Team Management and Development
- Lead, mentor, and develop the support team, fostering a customer-centric culture and high-performance environment.
- Set performance goals, conduct regular performance reviews, and provide ongoing training and development opportunities for team members.
Customer Experience
- Ensure a seamless and positive customer experience by maintaining high standards of support service delivery.
- Analyse customer feedback, support metrics, and other data to identify areas for improvement and drive continuous enhancement of support services.
- Collaboration and Communication
- Serve as the primary liaison between the support team and other departments, ensuring clear communication and collaboration.
- Represent the support function in cross-functional meetings, providing insights and updates on support performance and initiatives.
- Reporting and Analytics
- Develop and maintain key performance indicators (KPIs) and metrics to monitor support team performance and customer satisfaction.
- Prepare regular reports for senior leadership, highlighting successes, challenges, and areas for improvement.
- Innovation and Continuous Improvement
- Stay informed about industry trends, emerging technologies, and best practices in customer support.
- Drive innovation within the support function, implementing new approaches and technologies to enhance service delivery and efficiency.
REQUIREMENTS:
Qualifications Required:
- National Diploma or Degree in Information Technology or Business Management (preferably IT related)
- Min 5 years’ experience in similar role
Qualifications Advantageous:
- Any qualifications in ITIL, Incident Management, Support Management or similar
- Any qualification related to Customer Service and Customer Experience
- Any qualification related to IT Technical Support
ATTRIBUTES:
- Strong leadership skills and experience managing IT support teams
- Strong strategic thinking, analytical and creative thinking skills – proven ability to analyse data, identify activities that align with goals
- Strong decision making and problem-solving skills – applied technical experience
- Strong customer management skills – ability to engage customers with gravitas, articulate both verbally and in writing, guide team on how to handle challenging situations and manage problems independently
- Strong management, delegation and execution skills – demonstrated skills managing people to perform and grow.