Help Desk Manager

Help Desk Manager job vacancy in Somerset West.

Duties and Responsibilities:

• 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.

Requirements:

• Relevant qualification in Information Technology, Computer Science, or a related field.
• Proven experience managing or leading a technical support or Help Desk team.
• Strong knowledge of help desk operations, service management, and customer support best practices.
• Experience monitoring KPIs, SLA performance, reporting, and process improvement initiatives.
• Strong leadership, coaching, and people management skills.
• Excellent problem-solving, organisational, and analytical abilities.
• Strong communication and interpersonal skills with the ability to work across multiple teams.
• Experience with help desk ticketing systems and knowledge management tools.
• Customer-focused with the ability to perform well in a fast-paced, deadline-driven environment.