Technical Helpdesk Manager (CPT Hybrid)

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.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

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