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Cape Town City Centre: Support Manager

Job Description

About the Role

The Support Manager will lead a national support function for our client’s operational software, ensuring timely and effective support across the full software suite in high-pressure environments such as logistics, warehousing, manufacturing, and export-driven operations.

Key Responsibilities

  • Leading, mentoring, and developing a high-performing support team
  • Owning helpdesk operations, workflows, queues, escalations, and service levels
  • Managing after-hours support coordination and operational readiness
  • Handling high-priority incidents and customer escalations personally when required
  • Working closely with Development, QA, Product, and Operations teams on defects, releases, and production issues
  • Analyzing support trends, recurring issues, and operational bottlenecks
  • Improving support processes, documentation, and escalation procedures
  • Acting as the voice of the customer internally to improve product stability and customer experience

Requirements

  • 5 years’ experience in customer support or software operations
  • Minimum 3 years’ experience managing support or operational teams
  • Experience working within a software company environment
  • Strong understanding of operational software, support workflows, and escalation management
  • Comfortable working with developers, QA teams, and software release cycles

Qualifications

Relevant experience is prioritised. A technical or operational background within a software environment is advantageous.

Salary & Benefits

Not specified

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT / Computing / Software Jobs in Cape Town Region

The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.

In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.

Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.

The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.

For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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Posted in Jobs in Cape Peninsula, Jobs in Cape Town City Centre, Jobs in Cape Town Region

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