IT Support Manager

Recruitment Matters Africa Pvt Ltd

Job Location:

Harare - Zimbabwe

Monthly Salary: Not Disclosed

Posted on: 16 hours ago

Vacancies: 1 Vacancy

Job Summary

Our client is looking for an IT Support Manager to join their team.

Salary & Benefits:

Negotiable

Responsibilities:

Responsible for the real-time management of support desk and call center.
Enforce and maintain a 15-minute First Response and 15-minute Next Response SLA across all tickets.
Conduct hourly pulse checks to identify tickets approaching breach and reassigning resources to prevent violations.
Monitor live agent states on system to ensure no calls are abandoned while agents are idle.
Actively scan the queue to highlight and escalate tickets to relevant departments (e.g. Development Accounts or Sales) and track them to completion.
Manage the expansion of the support team including interviewing onboarding and technical training.
Adapt workflows to handle the increasing volume generated by growing base of clients
Continuously refine the use of Anydesk Setmore and Chargebee to ensure the team remains efficient as it scales.
Use your IT background to audit the technical solutions provided by agents ensuring they are not just closing tickets but solving the root cause for the client
Personally step in to handle clients whose queries involve complex billing issues remote troubleshooting or technical scheduling conflicts
Act as the final point of internal resolution for tickets reopened more than twice or pending for more than 3 days.
Use system logs to ensure the team is operating at full capacity
Manage a split-training schedule to ensure 50% of the team is always live in the system queue; the company support post must never be abandoned.
Perform 3 5 deep-dive ticket audits daily per agent assessing both the technical accuracy of the solution and the etiquette.
Listen to recorded calls daily to coach on client communication and technical troubleshooting.
Facilitate daily 30-minute training sessions on technical updates or software proficiency.
Submit a Daily Operational Report to the Managing Director

Key Skills:

Ability to interpret dashboard metrics to identify productivity gaps and idle time.
Ability to move people and tasks quickly in a fast-paced environment.
Expert-level understanding of 3CX Freshdesk Anydesk Setmore and Chargebee.

Qualifications:

A degree or significant experience in IT is mandatory to assess the technical work of the team.
3 years in a Technical Support Lead or Managerial role.
Proven experience managing or growing a support team in a high-growth environment.

Our client is looking for an IT Support Manager to join their team. Salary & Benefits: Negotiable Responsibilities: Responsible for the real-time management of support desk and call center. Enforce and maintain a 15-minute First Response and 15-minute Next Response SLA across all tickets. Cond...