Job Description

Support Desk Manager

Location:

Century City, Cape Town (In-office)

Salary:

R600,000 - R840,000 CTC per annum

Benefits:

Medical aid contribution

We're looking for an experienced Support Desk Manager to take ownership of a busy 24/7 support operation. This role suits someone who thrives in a technical environment, can lead from the front, and knows how to keep both customers and teams running smoothly.

What you'll do

Lead and manage the support desk team covering 1st and 2nd line support for clients in construction and mining. Oversee monitoring and maintenance of networks, servers, and remote systems. Ensure smooth handling of telephone, email, and chat queries for industrial users. Manage escalations -- whether internally to 3rd line or externally to OEM vendors. Own the ticketing system and make sure nothing falls through the cracks. Build and refine SOPs with technical experts to improve efficiency and consistency. Stay on top of routine maintenance and SLA compliance. Provide regular reporting to customers and attend client meetings when required. Support new system onboarding and rollout.

What you'll bring

IT or Networking Degree/Certification. 5+ years' experience in IT support, with at least 2 years in a management role. A solid understanding of customer service in high-pressure environments. Strong leadership skills and the ability to coach, mentor, and motivate a team. Confidence in dealing directly with clients and ensuring service excellence.
This is a hands-on role where you'll have a direct impact on service delivery and client satisfaction. If you enjoy leading teams, solving complex problems, and keeping mission-critical systems running, this could be the role for you.

Job Types: Full-time, Permanent

Pay: R600000,00 - R840000,00 per year

Application Question(s):

Do you have a relevant degree/diploma in IT or networking?
Education:

High School (matric) (Required)
Experience:

IT Support: 5 years (Required) IT Service Desk: 3 years (Required) Service Desk Management: 2 years (Required)
Work Location: In person