Helpdesk Manager

SUMMARY:
A leading digital company is looking for a Helpdesk Manager to lead the day-to-day operations of its 24/7/365 technical support desk, providing guidance, mentorship, and effective team management to ensure seamless support delivery.

POSITION INFO:
Duties and responsibilities:
Systems Monitoring:

• Perform daily system monitoring, ensuring all company networks and live devices are functioning.
• Ensure tickets are logged for offline devices.
• Ensure all tickets are handled timeously withing the client SLA agreements.
• Managing ticket backlog.

• Develop and implement technical support policies, practices, and standard operating procedures.
• Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery.
• Identify gaps and shortcomings in business processes, escalating and addressing procedures that are not working.

• Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience

• Generate and process high-level escalation tickets for technical support, driving resolution among internal and external stakeholders.
• Manage ticket escalations and coordinate support across different departments within the company.
• Identify fault trends, perform diagnostics, troubleshoot issues, and escalate as required.

• Monitor the phone system within the environment ensuring Support Techs are efficient and professional at all times.
• Provide clients with regular communication regarding the status of requests ensuring timely follow-up and satisfaction.

• Regular team and one-on-one meetings.
• Identify gaps for improvement and development.
• Ensure KPIs are met.

• Matric
• Relevant qualification in Help-Desk advantageous
• Driver’s License
• Manage Engine Support Center Plus advantageous
• Strong understanding of IT hardware, software, and operating systems.
• Ability to identify and resolve complex technical issues.
• Good verbal and written communication skills.
• Strong client service skills and a commitment to providing excellent support.
• Strong leadership and interpersonal skills to manage and motivate a team.
• Attention to detail and quality of work
• The ability to perform duties unsupervised
• Willingness to work long hours
• Ability to identify possible risk as well as solutions
• Confident in your work
• Ability to deliver work within a set deadline being able to work well under pressure.
• Ability to de-escalate and resolve conflicts effectively.