Support Service Center Manager

Permanent

Cape Town

Posted 3 years ago

Our client a MSP is seeking an SSC Manager to lead the Support Service Centre, ensuring the delivery of an exceptional service to their customers. The successful candidate will report to the Chief Executive Officer.

Duties would include, but not be limited to:

Manage and lead a team of technical support professionals, including hiring, training, and performance management.
Develop and implement policies and procedures to ensure efficient and effective operation of the technical support center.
Monitor and analyze key performance metrics to ensure that customer service and technical support goals are met and exceeded.
Identify and implement process improvements to enhance the customer experience and increase operational efficiency.
Coordinate with other departments, including sales and product development, to ensure that customer needs and issues are addressed.
Maintain a high level of technical knowledge to assist in problem-solving and ensure that support team is up to date on new products and technologies.
Provide regular reports and updates to Manco and Exco on the performance of the technical support center.

Minimum Requirements:

Bachelor’s degree in Computer Science, Engineering, or related field preferable
Minimum of 8 years of experience in technical support in an ISP environment, with at least 5 years of experience in a leadership role.
A proven track record of outstanding leadership abilities.
CCNP Certification beneficial
ITIL certification beneficial

Key Knowledge:

PPPoE, FNOs
TCP/IP, UDP, HTTP, DNS, SMTP, FTP
Routing and switching protocols
Subnetting
Fortigate Firewall, Analyzer advantageous
Linux – Advanced: OpenVPN, Freeradius, OpenDNS, Advanced IP Tables, FRR, Namespaces advantageous
Scripting knowledge advantageous

Personal Attributes:

Must have the natural leadership ability to motivate, coach and inspire others.
Have a strong sense of integrity.
Be meticulous with great attention to detail.
Maintain a good and positive attitude and energy at all times.
Remain flexible and function well under pressure.
Be willing and keen to share information.
Have a natural tendency to be self-driven and highly self-motivated with a sense of pride in your work.
Show initiative and take responsibility for actions.
Have an ability to grasp big picture requirements and work with changing requirements.
Be able to learn and apply new development tools quickly and efficiently.
Be able to accept constructive criticism.

The deadline for applications is 2023/05/20

For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za

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