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 ***email_hidden***. 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.