Job Summary: A well-established software vendor to the Hospitality Sector, is seeking the services of a Support Desk Manager / Team Leader. The successful candidate will lead an established team of software consultants and guide the department in supporting all existing software to the customer's needs. Join a dynamic team of software solutions experts in the exciting journey of unlocking business potential. Job Responsibilities/Duties Manage, guide and develop the department to provide the best possible service. Report on weekly/monthly tickets to key accounts (in conjunction with Customer Success Managers). Report weekly/monthly on ticket statuses to the Management Team. Ensure that the department delivers on Service Level Agreements. Consult with the Project Team for newly onboarded clients and transitioning to Support. Additionally Personal skill development for each of the team members to ensure that there is continuous growth, individually and for the department. Excellent product knowledge will be used to provide customer education when required. Required Qualifications A diploma or similar certification in at least one of the following disciplines. o Software Engineering o Communication o Customer Relationship Management, or o People Management Prior work experience in the Hospitality or Tourism Industry. Work experience of a similar nature to a Software Consultant. Leadership skills. Proficiency with Microsoft Office and Microsoft Teams. Preferred Qualifications Prior experience working with a Property Management or Point of Sales System in a Hotel or Resort. Prior experience working within a Software Support Role. Prior knowledge of ICT networking and hardware. Some qualifications or work experience with the Software Development Life Cycle within an organisation. Proficiency with ZOHO CRM. Further Information This is a hybrid work position with the ideal candidate located in Cape Town, who has access to safe and reliable transport for day to day travel and a valid passport without any endorsement for international travel requirements.

Job Summary: A well-established software vendor to the Hospitality Sector, is seeking the services of a Support Desk Manager / Team Leader. The successful candidate will lead an established team of software consultants and guide the department in supporting all existing software to the customer's needs. Join a dynamic team of software solutions experts in the exciting journey of unlocking business potential. Job Responsibilities/Duties · Manage, guide and develop the department to provide the best possible service. · Report on weekly/monthly tickets to key accounts (in conjunction with Customer Success Managers). · Report weekly/monthly on ticket statuses to the Management Team. · Ensure that the department delivers on Service Level Agreements. · Consult with the Project Team for newly onboarded clients and transitioning to Support. Additionally · Personal skill development for each of the team members to ensure that there is continuous growth, individually and for the department. · Excellent product knowledge will be used to provide customer education when required. Required Qualifications · A diploma or similar certification in at least one of the following disciplines. o Software Engineering o Communication o Customer Relationship Management, or o People Management · Prior work experience in the Hospitality or Tourism Industry. · Work experience of a similar nature to a Software Consultant. · Leadership skills. · Proficiency with Microsoft Office and Microsoft Teams. Preferred Qualifications · Prior experience working with a Property Management or Point of Sales System in a Hotel or Resort. · Prior experience working within a Software Support Role. · Prior knowledge of ICT networking and hardware. · Some qualifications or work experience with the Software Development Life Cycle within an organisation. · Proficiency with ZOHO CRM. Further Information This is a hybrid work position with the ideal candidate located in Cape Town, who has access to safe and reliable transport for day to day travel and a valid passport without any endorsement for international travel requirements.