Overview
Support Manager – SYSPRO Consulting Jobs in Blackheath at Plan IT
Sourcing on behalf of our client Plan-IT, Blackheath.
TEAM MANAGEMENT
– Manage the day-to-day operations of the SYSPRO help desk team by overseeing incoming and ongoing open tickets and resolving any escalated issues.
o SLA Customers
o Ad Hoc customers
o Combination Customers
o Project Customers
– Provide ongoing professional support to the SYSPRO help desk team and consultants when requested.
– Organise and/or conduct training for the help desk team and consultants on an ad hoc basis.
– Resolve conflict between the SYSPRO help desk team members, the consultants, and clients/vendors as needed.
– Conduct spot checks to ensure that the support team are monitoring the tickets in the system and that these are resolved by the team as soon as possible within the Service Level Agreements (SLA).
– Conduct performance management processes for the SYSPRO help desk team and consultants and maintain the necessary paperwork.
– Follow the correct disciplinary procedures as required for the SYSPRO help desk team and consultants and keep the necessary paperwork on file.
– Setup the standby roster over Christmas/New Years and ensure that the work needing to be done while on standby is being completed by the SYSPRO help desk team.
– Log tickets with SYSPRO on product related issues
– Ensure all personnel are conducting their duties as required
– Monitor and address problems daily and escalate to HR when disciplinary action is required
– Conduct quarterly meetings with staff to assess performance
STAKEHOLDER MANAGEMENT
– Oversee the vendors’ implementation of Services Level Agreement (SLA) and ensure that they comply.
– Conduct spot checks to ensure that the Project Planner & Co-ordinator captures and keeps client and vendor information up to date on the Client Relationship Management (CRM) software.
– Maintain an awareness of incidents and activities in the SYSPRO industry.
– Communicate relevant activities of interest (positive or negative) to the affected beneficiaries in collaboration with Manging Director where necessary.
– Maintain client relationships by adjusting style of communication according to the client and developing an understanding of who they are as an organisation.
Pay: R25 000,00 – R30 000,00 per month
Ability to commute/relocate:
- Blackheath, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Education:
- Certificate (Required)
Experience:
- team management: 3 years (Required)
- SYSPRO exposure: 3 years (Required)
Language:
- English (Required)
License/Certification:
- SYSPRO certifications (Required)
Work Location: Hybrid remote in Blackheath, Western Cape
Title: Support Manager – SYSPRO Consulting
Company: Plan IT
Location: Blackheath
