Technical Assistance Centre Manager - Cape Town - KHIPU Networks

KHIPU Networks Cape Town

1 week ago

Description

About KHIPU Networks:

KHIPU Networks is a privately owned, award-winning international cyber security company that delivers a wide range of network, wireless, and cyber security solutions across multiple sectors. Founded in 2005, the company is headquartered in Hampshire, United Kingdom, with additional offices in Cape Town and Gqeberha, South Africa.

KHIPU Networks has established strategic partnerships with leading global cyber security and networking technology vendors, including Palo Alto Networks, HPE-Aruba and Infoblox. We offer customers comprehensive networking and cybersecurity solutions along with ongoing support, maintenance and managed services.

KHIPU TAC:

KHIPU Technical Assistance Centre operates 24x7x365, providing our customers with a range of support services, including network and infrastructure monitoring, standard break/fix support and managed services. Geographically spread across the three KHIPU offices, KHIPU TAC comprises around 30 staff, including specialist engineers, case managers and team leaders.

Job Summary:

The KHIPU TAC Manager is responsible for overseeing the day-to-day operations of the Technical Assistance Centre, ensuring the delivery of high-quality technical support and exceptional customer service. This role involves managing a team of team leaders, engineers and case managers, monitoring key performance indicators (KPIs), and driving continuous improvement in support processes. The TAC Manager is a critical escalation point for complex issues and collaborates with internal teams to ensure client satisfaction.

Key Responsibilities:

Team Leadership and Management:

Recruit, train, and mentor a team of technical support engineers to ensure high performance and technical excellence.
Monitor team workload and allocate resources effectively to meet service level agreements (SLAs).
Conduct regular performance reviews, set goals, and provide ongoing feedback and development plans.
Foster a collaborative and positive team culture, encouraging knowledge sharing and professional growth.

Operational Oversight:

Manage the daily operations of the TAC, ensuring efficient handling of support tickets, incidents, and service requests.
Monitor ticket queues and prioritise tasks to maintain SLA compliance and minimise client downtime.
Oversee incident management, ensuring timely resolution and effective communication during major incidents.
Establish and enforce standard operating procedures (SOPs) for the TAC team.

Customer Focus and Escalation Management:

Serve as the primary point of contact for high-priority escalations and ensure prompt resolution of critical issues.
Collaborate with clients to understand their needs and expectations, maintaining a high level of customer satisfaction.
Conduct post-incident reviews with clients to identify improvement opportunities and prevent future occurrences.

Process Improvement and Reporting:

Analyse support metrics and KPIs to identify trends, inefficiencies, and areas for improvement.
Implement automation and process optimisation to enhance support efficiency and scalability.
Prepare regular reports on TAC performance, including SLA adherence, ticket resolution times, and client satisfaction scores.
Drive initiatives for continuous improvement in technical support delivery.

Collaboration and Cross-Functional Coordination:

Work closely with the KHIPU Professional Services team, Service Delivery Managers and Sales team to address complex technical challenges and provide feedback on recurring issues.
Participate in strategic planning to align TAC operations with company objectives and customer requirements.
Provide input on technical training programs to ensure team readiness for new technologies and services.

Qualifications and Experience:

Essential:

Proven experience managing a technical support or service desk team, preferably within a Managed Service Provider (MSP) or technology-focused organisation.
Strong technical background with expertise in networking and cybersecurity-focused technologies.
Excellent leadership and people management skills, with a track record of building high-performing teams.
Strong problem-solving and decision-making abilities, especially under pressure.
Familiarity with ITIL principles and incident/change management best practices.

Preferred:

Relevant industry certifications such as ITIL or technical qualifications.
Experience with ticketing systems used to manage customer support cases.
Knowledge of automation tools or scripting to enhance TAC operations.

Key Attributes and Competencies:

Customer-Centric Approach: Dedicated to delivering exceptional service and exceeding customer expectations.
Analytical Thinking: Ability to analyse data, identify trends, and make data-driven decisions.
Communication Skills: Clear and effective communicator with both technical and non-technical stakeholders.
Team Collaboration: Skilled at fostering cross-functional cooperation and teamwork.
Resilience: Able to manage high-pressure situations while maintaining composure and professionalism.

Key Performance Indicators (KPIs):

SLA compliance and average resolution times.
Customer satisfaction scores (e.g., CSAT, NPS).
Escalation and incident resolution efficiency.
Team engagement and performance metrics.
Process improvement and automation initiatives implemented.

Work Environment:

Fast-paced, collaborative, and customer-focused environment.
On-call responsibilities for escalations may be required.

Company Benefits:

26 days' annual leave entitlement, rising with service
1 day Birthday leave
Private health care policy
5% pension contributions
Life Insurance Policy
Cycle to Work Scheme
Numerous company events throughout the year
Regular team building activities throughout the year
Company laptop

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