IT Support Manager Jd

Location: Dar es Salaam, Tanzania

Job Type: Full Time

Reports to: Managing Director

How to Apply

Email your CV to: [email protected]

Subject Line: IT Support Manager 

Application Deadline: 24th August 2025

Position Overview

The successful candidate will oversee company projects under Service Level Agreements (SLAs) and manage Annual Software Maintenance Support (ASM) for both local and international ERP projects.

Key Responsibilities

• Lead and motivate the support team to achieve clear goals and targets.
• Oversee timely service delivery and ensure customer issues are resolved efficiently.
• Manage and ensure compliance with SLAs for ERP support contracts.
• Coordinate multiple support projects across diverse regions, maintaining effective stakeholder communication.
• Analyze customer issue trends and recommend improvements to service and system performance.
• Prepare and submit detailed performance reports to customers.
• Build and maintain strong customer relationships, acting as the main support contact.
• Ensure compliance with local and international regulations, safeguarding sensitive data.
• Participate in tender processes related to support services.

Qualifications & Competencies

• Bachelor’s degree in IT, Computer Science, or related field.
• Minimum 3 years’ experience in ERP implementation and support.
• At least 2 years’ proven experience as IT Support Manager or Customer Account Manager.
• Strong knowledge of ERP systems such as EPICOR, SAP, or similar.
• Experience in system development and customization is an advantage.
• Excellent communication, problem-solving, and customer management skills.
• Ability to work in cross-functional teams and manage multiple projects.
• Analytical mindset with a focus on continuous improvement.
• Willingness to manage both local and international projects, including travel outside Tanzania.