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Cape Town: Shift Manager IT posted by Mindmatch Consulting

Job Description

About the Role

The Shift Manager is a critical role in managing our 24/7 Service Team in Cape Town, South Africa. As a key member of our team, you will be responsible for ensuring the highest standard of service delivery to our customers, while also providing technical support and guidance to your team members.

Key Responsibilities

  • To ensure the on-going operational management of a Service Team is conducted in line with contractual terms and conditions and procedures defined.
  • To proactively monitor tickets processed through the Service Team, ensuring SLA achievement, identifying customer specific or on-going issues, and owning escalations within the team.
  • To communicate with customers and attend remote meetings, as necessary.
  • To investigate and report on escalated technical issues.
  • To ensure new policies and procedures are implemented and maintained.
  • To ensure all customer, departmental and interdepartmental contact is professional, non-confrontational and a positive customer service is always portrayed.
  • To manage training and developmental needs of the team in conjunction with the Head of Networks through individual performance management and to provide feedback through appraisals and review processes.
  • To help develop and implement improvements and processes, motivate the team, and ensure KPIs are met, ensuring all improvements are in line with the wider Services Team.
  • To ensure that the team enjoy working for our client, forming a welcoming and professional yet fun environment.

Requirements

  • Exposure to Service Desk Management (ideally in an MSP environment).
  • People management experience.
  • Ability to communicate with customers in clear English.
  • Strong written and verbal communication skills.
  • A proficient level of understanding in technology stacks we support, such as Microsoft 365, Firewalls, routers, Wi-Fi, and switches (e.g. Cisco, Meraki, Extreme, Fortinet), Voice systems, Microsoft Operating systems, End user computing, and Internet connectivity.

How to Apply

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

About Other IT/Computer Jobs in Western Cape

The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.

The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.

The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.

To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.

Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.

Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.


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, Jobs in South Africa, Jobs in Western Cape

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