Help Desk Manager

Our client is seeking an experienced Help Desk Manager to lead a high-performing technical support team based in Somerset West. This is an excellent opportunity for a proactive leader who is passionate about service excellence, process improvement, and developing people while ensuring exceptional customer support delivery.

Key Responsibilities

• Lead, mentor, and develop the Help Desk team to achieve high performance.
• Set, monitor, and manage team KPIs and service delivery standards.
• Drive a culture of accountability, professionalism, and continuous improvement.
• Develop and implement Help Desk strategies aligned with business objectives.
• Improve workflows, introduce automation, and optimise operational processes.
• Oversee recruitment, onboarding, and ongoing training initiatives.
• Act as the final escalation point for complex technical support issues.
• Monitor SLA compliance, ticket resolution times, customer satisfaction, and backlog management.
• Prepare weekly performance reports and recommendations for senior management.
• Maintain knowledge bases, documentation, and standard operating procedures.
• Conduct quality assurance reviews to ensure service excellence.

Minimum Requirements

• Bachelor's Degree or equivalent tertiary qualification preferred.
• Proven experience leading or managing a technical support or Help Desk team.
• Strong understanding of Help Desk operations, service delivery, and KPI management.
• Experience implementing process improvements and driving operational efficiencies.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to identify opportunities for improvement and challenge ineffective processes.

Personal Attributes

• Proactive and solutions driven.
• Strong leadership and coaching ability.
• Excellent organisational and analytical skills.
• Customer-focused with a commitment to continuous improvement.
• Able to perform effectively in a fast-paced environment.

Should you meet the requirements for this position, please email your CV to Sign in to view email. You can also contact us on 031 350 4019 or alternatively you can visit our website https://stand-outstaffing.co.za

Correspondence will only be conducted with short listed candidates. Should you not hear from us within 4 days, please consider your application unsuccessful.