ERP Support Desk Manager (Hybrid)

About the role

Join a leading ERP consulting firm as the ERP Support Desk Manager, working in a hybrid model with three days a week in the Bryanston office. You will lead a support team, handle complex ERP issues, and develop junior consultants into future implementation specialists.

Key responsibilities

• Build and manage the ERP support desk, defining processes, service standards and escalation procedures.
• Lead workload planning, ticket prioritisation, SLA management and monitor support performance.
• Act as senior escalation point for complex functional and system‑related ERP issues across finance, inventory, procurement, supply chain, manufacturing, sales and service.
• Collaborate with consultants, developers and technical specialists to resolve issues and lead root‑cause analysis.
• Recruit, coach and develop junior support consultants, creating clear development paths toward ERP consulting roles.
• Create and maintain knowledge articles, troubleshooting guides and support documentation.
• Track support trends, introduce automation, self‑service options and identify opportunities for customer training and system optimisation.

Required profile

• Minimum 8 years of ERP consulting, implementation or support experience, with at least 3 years in a senior support or team‑lead role.
• Strong understanding of ERP business processes (finance, supply chain, inventory, manufacturing, procurement, sales) and proven experience supporting live ERP environments.
• Relevant tertiary qualification in IT, Business, Finance or related field is beneficial, though extensive practical ERP experience is highly valued.

Required skills

• Hands‑on experience with major ERP platforms such as Epicor Kinetic, Microsoft Dynamics 365 Business Central, Microsoft Dynamics 365 Finance & Supply Chain, SAP Business One, NetSuite, Infor, SYSPRO or Sage.
• Advanced ERP troubleshooting, escalation management and problem‑solving abilities.
• Proficiency with ticket management systems, support KPIs, SLA monitoring and documentation creation.