Technical Support Manager

Location

Durbanville, Western Cape, South Africa

Employment Type

Full-time

Office Hours

Monday to Friday, 08:00–17:00

Start Date

1 August 2026

Work Requirement

Office-based, with client visits when required

Salary

R45 000 – R50 000 Gross salary based on experience

Role Purpose

A confidential technology point-of-sale software company is looking for a Technical Operations & Support Manager to run the internal support desk, manage technical escalations, support POS software operations, perform SQL-based investigations, and create structured systems procedures.

This role requires someone who understands technical support, POS software, SQL queries, client service, incident management, system troubleshooting, and operational process control.

Key Responsibilities

· Manage the complete internal support desk.

· Monitor and control support tickets, priorities, escalations and response times.

· Manage technical support staff and ensure issues are resolved accurately and timeously.

· Investigate POS software issues using system tools, logs and SQL queries.

· Write and interpret SQL queries for support, investigation and reporting purposes.

· Create and maintain SOPs, troubleshooting guides, escalation procedures and knowledge base articles.

· Build structured procedures for recurring POS, payment, database and operational issues.

· Manage incidents, service requests, recurring problems and technical escalations.

· Coordinate escalations between support, development, QA, implementation teams, clients and management.

· Identify recurring issues and work with development teams to resolve root causes.

· Support POS rollouts, UAT, releases, deployments, go-lives and post-go-live support.

· Prepare support reports, SLA reports, issue summaries and management updates.

· Ensure production access, database checks and system changes follow approved procedures.

· Assist with client and store visits where required.

· Train support staff on POS processes, troubleshooting standards and internal procedures.

Minimum Requirements

· Matric / Grade 12.

· Relevant qualification in Information Technology, Computer Science, Information Systems, Business Systems, Software, Project Management or equivalent proven experience.

· 5+ years’ experience in technical support, software support, application support, IT operations or service delivery.

· 2+ years’ experience managing a technical support desk, application support team or service delivery team.

· Practical SQL query experience.

· Experience supporting POS, retail systems, payments, ERP, SaaS, fintech or business-critical software.

· Experience managing support tickets, incidents, escalations, SLAs and recurring technical problems.

· Experience creating SOPs, technical procedures, troubleshooting guides or knowledge base documentation.

· Experience with software releases, UAT, go-live support and production troubleshooting.

· Strong understanding of databases, APIs, integrations, logs and system troubleshooting.

· Strong written and verbal communication skills.

· Ability to communicate with developers, QA, support staff, clients, vendors and senior management.

Required Technical Skills

· SQL query writing and data investigation.

· POS software troubleshooting.

· Ticketing and support desk management.

· Incident and escalation management.

· Database and transaction investigation.

· API and integration understanding.

· Production issue investigation.

· Software release and UAT support.

· Technical documentation and SOP writing.

· Excel or Google Sheets reporting.

· Basic understanding of payment systems, reconciliation and data accuracy.

Preferred Experience

· Experience supporting POS and payment applications in retail or hospitality environments, including production support, third-party integrations, SQL/database troubleshooting and incident escalation.

· Experience with payment gateways, EFT, card terminals, settlement or reconciliation.

· ITIL Foundation.

· PMP, PRINCE2, Scrum Master, AgilePM or equivalent project delivery certification.

· Experience with Jira, ServiceNow, Freshdesk, Zendesk, Azure DevOps or similar tools.

· Power BI or dashboard reporting experience.

· PCI DSS and data privacy awareness.

Candidate Profile

The successful candidate must be hands-on, structured and technically strong. They must be able to run a support desk, investigate system issues, manage people, write procedures, communicate with clients and work with technical teams to resolve problems properly.

This role is suited to someone who can take ownership of support operations and improve how technical issues are handled across the business.

Application Requirements

· Updated CV, with Head Shot

· Notice period.

· Summary of SQL experience.

· Summary of POS, payments, retail software or business software support experience.

· Summary of support desk or team management experience.

· Contactable references (Mandatory)

· Copy of ID (Valid SA Citizen), Tax No.

· Own reliable transport

Pay: R45 000,00 - R50 000,00 per month

Application Question(s):

• Own vehicle and valid drives license

Location:

• Durbanville, Western Cape (Required)

Work Location: In person