Senior Helpdesk ManagerVexall Pty Ltd • Gauteng, South Africa

Senior Helpdesk Manager

Vexall Pty Ltd • Gauteng, South Africa

9 days ago

Job description

About This Role

The Senior Helpdesk Manager leads the unified Helpdesk (Service Desk, L1, L2, Monitoring) to deliver consistent, data-driven support across client accounts.

Key Responsibilities

People & Operations :

Oversee service desk operations, including call volume monitoring, capacity planning, team leadership, and scheduling to ensure effective 24 / 7 support coverage.
Manage performance, quality, and workforce processes while aligning support channels, driving efficiency, and coaching team leads for operational excellence.

Process & Governance :

Manage and maintain key IT service governance areas, including the Service Catalogue, escalation policies, and Change Control processes.

Lead Problem Management through trend analysis, root cause investigations, and implementation of preventative measures.

Monitoring & Communications :

Own Zabbix alert matrix; maintain Sev1 / Sev2 templates and comms timelines.

Publish weekly and monthly reports, chair weekly OPS review.

Data & Improvement :

Use data to set realistic FCR and capacity; adjust staffing / training accordingly.

Maintain skills matrix; deliver training plans.

What You'll Need

5+ years of proven experience in helpdesk managerial level in Retail / Pharmacy environment.

Experience managing multi-functional team.

ITIL Foundation or equivalent (non-negotiable).

Hands‑on experience with at least 3 of : GK POS, eSocket, Unisolv / Pharmacy systems, Windows & vendor management & escalation with clear SLAs.

Experience with Azure AD, Intune, MECM, Citrix, basic SQL.

Excellent written / verbal communication skills.

Job Type : Full-time

Work Location : In person

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Senior Manager • Gauteng, South Africa

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