Technical Helpdesk Manager (CPT Hybrid)

ENVIRONMENT:
A thriving Managed Service Provider company dedicated to achieving excellence in the IT industry seeks a Technical Helpdesk Manager for this hands-on role where you will lead Helpdesk operations, ensuring smooth delivery of technical support and maintaining high customer satisfaction levels. The ideal candidate must be willing and able to go over and above for the customers and the company and be willing to get involved in all aspects of the business. You will require Matric/Grade 12 and preferably be Microsoft 365 and SonicWall/FortiGate Certified. You must be proficient with Autotask or similar, Windows, Server, Active Directory, Firewalls, IP Routing, Azure and AWS.
 
DUTIES:
Helpdesk Management –
Oversee day-to-day Helpdesk operations to ensure prompt, efficient, and effective customer support.
Establish and enforce SLAs (Service Level Agreements) to meet client expectations.
Coordinate with the technical team to manage escalated issues and provide solutions within agreed timelines.
 
Team Leadership –
Manage, mentor, and develop a team of Helpdesk Technicians, fostering a positive and high-performing work culture.
Conduct performance reviews, identify training needs, and support professional growth of team members.
 
Process Optimization –
Implement and refine Helpdesk processes, tools, and documentation to improve operational efficiency.
Analyse Helpdesk performance metrics and create actionable reports for continuous improvement.
Stay updated on industry trends and recommend relevant tools or processes to enhance support capabilities.
 
Technical Expertise –
Provide hands-on technical assistance for high-priority or complex issues when needed.
Ensure the Helpdesk team is equipped with up-to-date knowledge on emerging technologies and company-supported platforms.
Collaborate with other technical teams to design solutions for recurring or large-scale issues.
 
REQUIREMENTS:
Matric / Grade 12.
5+ Years of experience in a technical support role, with at least 2 years in a leadership capacity.
Prior experience in an MSP environment is highly preferred.
Strong leadership and team management capabilities.
Proficient in Helpdesk management software (e.g., Autotask, or similar).
In-depth knowledge of networking, Windows, Server, Active Directory, Firewalls, IP Routing and cloud platforms (e.g., Azure, AWS).
Excellent problem-solving and analytical skills.
Exceptional verbal and written communication, with the ability to communicate complex concepts clearly.
 
Preferred Certifications –
Microsoft 365. 
SonicWall / FortiGate. 

---