Help Desk Manager

Exceed Human Resource Consultants; Somerset West; On-site; ZAR 350,000 - 650,000; Full time

Job summary

Exceed Human Resource Consultants is seeking a proactive Help Desk Manager to lead and mentor the support team, ensuring high-quality technical service delivery. You will set performance targets, develop policies, and drive continuous improvement across workflows and escalation processes.

The role requires strong leadership, proven experience with ticketing systems, and a customer-centric approach in a fast-paced environment.

Qualifications

• Relevant IT/CS qualification.
• Experience leading a technical support or Help Desk team.
• Strong knowledge of help desk operations, service management and customer support best practices.
• Experience monitoring KPIs, SLA performance, reporting and process improvement initiatives.
• Strong leadership, coaching and people management skills.
• Excellent problem-solving and analytical abilities.
• Strong communication and interpersonal skills across teams.
• Experience with help desk ticketing systems and knowledge management tools.
• Customer-focused with the ability to perform in a fast-paced environment.

Responsibilities

• Lead, mentor, and manage the Help Desk team to ensure high-quality technical support and service delivery.
• Monitor team performance, set KPIs, and drive accountability to achieve service level targets.
• Develop and implement help desk strategies, policies, procedures, and service standards.
• Identify opportunities to improve workflows, implement process improvements, and optimise help desk operations.
• Recruit, train, coach, and develop team members to build technical capability and support continuous improvement.
• Act as the escalation point for complex technical issues and coordinate resolutions with internal teams.
• Monitor ticket resolution, SLA compliance, customer satisfaction, and other key performance metrics.
• Prepare regular performance reports and provide recommendations to improve service delivery.
• Maintain and update the internal knowledge base, ensuring the team is trained on new technologies and processes.
• Conduct quality assurance checks, including ticket audits, call reviews, and compliance monitoring to maintain service excellence.

Skills

Team leadership

KPI/SLAs management

Process improvement

Customer focus

Communication

Mentoring/coaching

Cross-team collaboration

Analytical thinking

Problem solving

Education

Relevant IT/CS qualification

Tools

Help desk ticketing systems

Knowledge management tools

Job description

Responsibilities

• Lead, mentor, and manage the Help Desk team to ensure high-quality technical support and service delivery.
• Monitor team performance, set KPIs, and drive accountability to achieve service level targets.
• Develop and implement help desk strategies, policies, procedures, and service standards.
• Identify opportunities to improve workflows, implement process improvements, and optimise help desk operations.
• Recruit, train, coach, and develop team members to build technical capability and support continuous improvement.
• Act as the escalation point for complex technical issues and coordinate resolutions with internal teams.
• Monitor ticket resolution, SLA compliance, customer satisfaction, and other key performance metrics.
• Prepare regular performance reports and provide recommendations to improve service delivery.
• Maintain and update the internal knowledge base, ensuring the team is trained on new technologies and processes.
• Conduct quality assurance checks, including ticket audits, call reviews, and compliance monitoring to maintain service excellence.

Qualifications

• Relevant qualification in Information Technology, Computer Science, or a related field.
• Proven experience managing or leading a technical support or Help Desk team.
• Strong knowledge of help desk operations, service management, and customer support best practices.
• Experience monitoring KPIs, SLA performance, reporting, and process improvement initiatives.
• Strong leadership, coaching, and people management skills.
• Excellent problem‑solving, organisational, and analytical abilities.
• Strong communication and interpersonal skills with the ability to work across multiple teams.
• Experience with help desk ticketing systems and knowledge management tools.
• Customer‑focused with the ability to perform well in a fast‑paced, deadline‑driven environment.