Help Desk Manager

Reference: 11247 AV
Consultant: Anneke Viviers

Job Description:

• Lead, mentor, and manage the Help Desk team to ensure high-quality technical support and service delivery.
• Monitor team performance, set KPIs, and drive accountability to achieve service level targets.
• Develop and implement help desk strategies, policies, procedures, and service standards.
• Identify opportunities to improve workflows, implement process improvements, and optimise help desk operations.
• Recruit, train, coach, and develop team members to build technical capability and support continuous improvement.
• Act as the escalation point for complex technical issues and coordinate resolutions with internal teams.
• Monitor ticket resolution, SLA compliance, customer satisfaction, and other key performance metrics.
• Prepare regular performance reports and provide recommendations to improve service delivery.
• Maintain and update the internal knowledge base, ensuring the team is trained on new technologies and processes.
• Conduct quality assurance checks, including ticket audits, call reviews, and compliance monitoring to maintain service excellence.

Qualifications:

• Email your comprehensive CV to exceedhr@exceed.co.za.
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
• We reserve the right to only conduct interviews with candidates of choice.
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

 

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