Technical Support Manager at iOCO

Job Description

• Are you a strong technical leader passionate about driving service excellence and high-performing teams? We are seeking an experienced Technical Support Manager to oversee industrial IT and MES support operations, lead and develop technical teams, and ensure exceptional service delivery in line with SLA requirements. The role involves managing client and vendor relationships, resolving escalated technical issues, strengthening IT/OT processes, and driving continuous improvement across service operations. The ideal candidate combines strong technical expertise, strategic thinking, and proven leadership skills to optimise performance, control costs, and enhance customer satisfaction.

What you'll do:
Team & Performance Management

• Provide line management for support teams, ensuring performance management, coaching, and mentoring.
• Manage team dynamics, promote collaboration, and resolve interpersonal challenges.
• Facilitate recruitment in collaboration with HR to secure top talent.
• Lead employee development through training, knowledge sharing, and strategy roadmaps.
• Demonstrate strong leadership, setting direction and motivating teams.

Service & Operations Management

• Take accountability for SLA compliance and service quality, ensuring delivery within contracted targets.
• Lead daily/weekly/monthly operational meetings, reporting on progress, challenges, and goals.
• Provide accurate operational feedback and reports to the Operations Manager.
• Enforce effective change management processes to minimize risk and ensure stability.
• Facilitate structured problem-solving and troubleshooting to resolve recurring issues.
• Oversee customer satisfaction management, ensuring positive engagement and service outcomes.
• Manage senior standby duties, providing escalation support where required.

Vendor & Stakeholder Management

• Manage relationships with 3rd party vendors and suppliers, ensuring contractual and performance compliance.
• Build, maintain, and strengthen client relationships at operational and management levels.
• Act as escalation point for customer concerns, ensuring timely resolution.
• Align communication and collaboration with internal business units and external partners.

Process, Compliance & Governance

• Design, maintain, and enforce operational processes and procedures to improve productivity and service delivery.
• Improve, implement, and align MES and IIT processes, procedures, and work instructions across sites to standardize and improve effectiveness.
• Ensure full compliance with corporate, company, and regulatory policies and standards.
• Manage cost within budget, identifying opportunities for efficiency and savings.

Strategic & Technical Contribution

• Research and evaluate new or enhanced technologies to improve service quality and efficiency.
• Develop and propose application/technical/architectural solutions for customer requests, quotations, and proposals.
• Support continuous improvement initiatives to enhance service delivery, quality, and team performance.
• Contribute to capacity and resource planning to ensure scalability and stability of services.

Your Expertise:

• 10+ Years of Experience in Industrial IT and/or MES
• 2+ Years of operations team leader experience

Qualifications:
Essential Qualifications:

• Grade 12
• Bachelor’s degree or diploma in Computer Science or Computer Data Processing

Preferred Qualifications:

• ITIL Certification

Soft Skills:
Technical Skills

• Strong understanding of MES/OT support environments and IT/OT integration.
• Knowledge of SLA management, vendor management, and change management frameworks (e.g., ITIL).
• Ability to design, review, and oversee operational processes and procedures.
• Awareness of architectural design considerations in MES/OT solutions. 

Leadership & Soft Skills

• Proven leadership and mentoring capability with experience managing diverse teams.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills, with ability to engage at all levels.
• Customer-oriented mindset with focus on service quality and satisfaction.
• Ability to manage cost, budgets, and resource allocation effectively.
• Strategic thinking with a continuous improvement mindset.