Support Manager - JHB at Kerridge Commercial Systems South Africa

• KCS Rentals is a market leader in the development and provision of rental industry software 
• Regional Support Manager role manages delivery operations of 1st/2nd line business-to-business software application support teams in local office
• Line managing part of a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
• Communicating via multiple media – phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role – 60% office based, 40% home based with potential for limited travel to customer sites
• Covering support hours between 8am and 5pm locally, plus any other required hours 

Key Responsibilities: 

• Your responsibilities include but are not exclusive to: 

Customer Service Management - Ensure a first-class service to our customers by:

• Motivation and leadership of the Analysts within the local Support teams, promoting hard work, “no blame” attitude and a positive message
• Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
• Manage KPI reporting and processes ensuring services are managed to correct quality
• Ensuring the team provide an efficient and high-quality support service in accordance with our Service Level Agreement (SLA) and Service Level Objectives (SLO) for Incidents and Problems
• Ensuring the team follows and applies the standard Support Procedures 

People Management - Manage your direct reports by:

• Perform regular 1-2-1 sessions to ensure well-being and career progression 
• Facilitate training, development and innovation activities for department 
• Perform Team Leads reviews ensuring standards are maintained and improved
• Manage and act upon customer satisfaction surveys and other feedback
• Provide 1st level of escalation support for customers or direct reports
• Analyse Support Team activity and make recommendations for increased organisational efficiency and effectiveness  

Collaboration - Work as part of Rentals Support and local office management teams:

• Be a thought leader alongside the Global Support Manager to create and deliver strategy
• Responsible for delivery of departmental projects and work packages
• Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
• Identify and lead on continuous improvement and “shift-left” activities to better serve our customers

Key Requirements: 

Essential

• Excellent IT skills with demonstrable experience in a similar IT application support role
• Experience of managing managers within a technical IT services environment
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Consistently produce high quality and detailed documentation and reports
• Experience of providing service metrics and working to SLAs and KPIs
• Customer service focused, with experience of working directly with customer management
• Confident leader, with the natural ability to motivate and lead a team
• Decision maker under pressure
• Understands priority and urgency of customers business requirements
• Business/commercial awareness
• IT culture awareness, understanding the requirements of GDPR
• Forward thinking/proactive nature
• Multi-tasker 

Desirable

• Knowledge and experience of Microsoft SQL Server
• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Knowledge of ERP or business IT systems
• Appreciation for all products and services in the inspHire offering
• ITIL Qualified