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Helpdesk ManagerTalented Recruitment • Cape Town, ZA
Helpdesk Manager

Helpdesk Manager

Talented Recruitment • Cape Town, ZA
14 days ago
Job description
Duties and Responsibilities: Team Leadership and Management: - Lead, mentor, and develop the help desk team to ensure high levels of performance and morale. - Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required. - Build a culture of professionalism, accountability, and continuous improvement. - Hire new staff according to team requirements. We expect the manager to present to the managing director on all team requirements. - Train the team following quarterly reviews and where there are shortfalls in skills Strategic Planning & Implementation: - Develop and execute a help desk strategy that aligns with company goals and drives operational excellence. - Establish clear policies, procedures, and service standards to ensure consistency and high quality support. - Plan ahead for team growth and evolving customer needs, ensuring long-term scalability. Process Optimisation: - Continuously assess workflows to identify inefficiencies and bottlenecks. - Implement automation, new tools, and process improvements to streamline operations and improve response times. - Document and update standard operating procedures (SOPs) to ensure consistency and compliance. Coaching, Training and Motivation: - Provide continuous coaching, focusing on each team members strengths and areas for growth. - Provide a clear training plan to all new Help Desk employees so that they can perform their roles and responsibilities confidently. - Foster a culture of accountability, collaboration, and customer-first thinking. - Motivate the team to consistently meet or exceed their KPIs. Issue Resolution and Escalation: - Serve as the final escalation point for critical or complex support cases. - Establish clear escalation paths per network to ensure timely resolution of issues. - Partner with other departments to resolve systemic problems and prevent recurrence. Reporting and Analysis: - Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues , and clear actions for improvement. - Track and analyse key performance indicators (KPIs), including: - Ticket resolution times - SLA compliance rates - Customer satisfaction scores - Ensure ticket backlog is cleared out, if not, make sure we prioritise and close the oldest tickets first. - First-contact resolution rates - Ticket escalation trends Knowledge Management: - Maintain an up-to-date knowledge base for internal and external use. - Ensure all team members are trained on new products, technologies, and processes. - Promote knowledge sharing within the team to reduce repeated issues and improve first-contact resolution rates. Quality Control: - Conduct regular quality assurance checks to maintain service excellence: - Review fault logging for accuracy and completeness. - Verify correct assignment and tracking of third-party work packages. - Audit phone recordings to ensure professionalism and proper handling of calls. - Check ticket categorisation and prioritisation to ensure accuracy and compliance with the company standards.
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Helpdesk Manager • Cape Town, ZA

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