Support Desk Manager
- Cape Town, Western Cape
- Permanent
- Full-time
Cape Town - Western Cape - South AfricaSupport Desk ManagerLocation: Century City, Cape Town (Onsite)Salary: R600,000 R840,000 CTC per annumBenefits: Medical aid contributionWere 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 youll 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.
- 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.