Helpdesk Operations Lead — Customer Support & SLA Champion

Placements24; Vereeniging; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Paid leave

Training opportunities

Job summary

Placements24 in Vereeniging is seeking a proactive Helpdesk Administrator to lead the customer support operations. You will coordinate the helpdesk team, assign tasks, and ensure prompt, effective handling of inquiries within a dedicated local team environment.

The role emphasizes leadership, strong organizational skills, and experience with helpdesk software and CRM systems to maintain service quality and customer satisfaction.

Qualifications

• Experience in helpdesk or customer support management.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team; IT support knowledge a plus.

Responsibilities

• Manage the day-to-day operations of the helpdesk, including ticket assignment and prioritization.
• Supervise and mentor the helpdesk support team, ensuring performance standards are met.
• Monitor SLAs and ensure timely resolution of customer issues.
• Maintain and update the knowledge base and support documentation.
• Generate reports on helpdesk performance, trends, and feedback.
• Act as escalation point for complex issues requiring advanced intervention.

Skills

Helpdesk management

Customer service

Leadership

Organization

Communication

Tools

Helpdesk software

CRM systems

Job description

Placements24 in Vereeniging is seeking a proactive Helpdesk Administrator to lead the customer support operations. You will coordinate the helpdesk team, assign tasks, and ensure prompt, effective handling of inquiries within a dedicated local team environment.

The role emphasizes leadership, strong organizational skills, and experience with helpdesk software and CRM systems to maintain service quality and customer satisfaction.