Helpdesk Supervisor

Placements24; Pretoria; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Salary + bonus

Medical coverage

Pension plan

Annual leave

Professional development

Stable environment

Modern facilities

Wellness programs

Job summary

Placements24 is seeking an experienced Helpdesk Supervisor in Pretoria, Gauteng to lead IT support operations. You will manage a team of technicians, oversee ticket escalations, and drive service improvements across hardware, software, and network issues.

The role requires a Diploma or Bachelor's in IT and at least 5 years in IT helpdesk with 2 years in a supervisory role. Strong communication and leadership skills are essential, with ITIL/CompTIA a plus.

Qualifications

• 5+ years IT helpdesk experience with 2+ years in a supervisory role.
• Proven ability to lead a helpdesk team and manage ticketing systems.
• Strong OS knowledge (Windows & macOS) and basic networking.
• Excellent communication and problem-solving skills.

Responsibilities

• Supervise and guide a team of helpdesk technicians, providing training, performance feedback, and motivation.
• Manage the IT helpdesk ticketing system, ensuring efficient assignment, tracking, and resolution of all support requests.
• Develop and implement helpdesk procedures and policies to enhance service quality and response times.
• Serve as an escalation point for complex technical issues that cannot be resolved by junior technicians.
• Monitor system performance, identify potential issues, and proactively implement solutions.
• Ensure timely resolution of hardware, software, and network-related issues for end-users.
• Maintain an up-to-date inventory of IT equipment and software licenses.
• Contribute to the development and maintenance of the IT knowledge base.
• Generate reports on helpdesk performance metrics, identifying trends and areas for improvement.
• Collaborate with IT management to plan and implement IT infrastructure upgrades and projects.
• Ensure compliance with IT security policies and procedures.

Skills

Leadership

Communication

Customer focus

Prioritization

IT knowledge

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

ManageEngine

Job description

About the Role

Our client, a prominent financial services institution, is seeking an experienced and organized Helpdesk Supervisor to oversee their IT support operations in Pretoria, Gauteng. This leadership role is crucial for ensuring the smooth functioning of our internal IT infrastructure and providing timely technical assistance to all employees. You will lead a team of helpdesk technicians, manage ticket escalations, and implement strategies to improve service delivery and user satisfaction. The ideal candidate is a strong communicator, adept at problem-solving, and possesses a solid understanding of IT support best practices. This position offers a challenging yet rewarding environment where you can make a significant impact on the efficiency and productivity of our organization. Join our team in Pretoria, Gauteng, and contribute to maintaining a robust and reliable IT ecosystem. We are committed to fostering a professional development-focused environment for our employees.

Key Responsibilities

• Supervise and guide a team of helpdesk technicians, providing training, performance feedback, and motivation.
• Manage the IT helpdesk ticketing system, ensuring efficient assignment, tracking, and resolution of all support requests.
• Develop and implement helpdesk procedures and policies to enhance service quality and response times.
• Serve as an escalation point for complex technical issues that cannot be resolved by junior technicians.
• Monitor system performance, identify potential issues, and proactively implement solutions.
• Ensure timely resolution of hardware, software, and network-related issues for end-users.
• Maintain an up-to-date inventory of IT equipment and software licenses.
• Contribute to the development and maintenance of the IT knowledge base.
• Generate reports on helpdesk performance metrics, identifying trends and areas for improvement.
• Collaborate with IT management to plan and implement IT infrastructure upgrades and projects.
• Ensure compliance with IT security policies and procedures.

Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT helpdesk support, with at least 2 years in a supervisory or team lead role.
• Proven experience managing a helpdesk team and ticketing systems (e.g., ServiceNow, ManageEngine).
• Strong knowledge of operating systems (Windows, macOS), hardware, and common software applications.
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and troubleshooting.
• Excellent leadership, communication, and interpersonal skills.
• Ability to prioritize tasks, manage workload effectively, and meet deadlines in a dynamic environment.
• Customer-focused attitude with a commitment to providing high-quality support in Pretoria, Gauteng.
• Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
• Experience in the financial services industry is an advantage.

Benefits

• Competitive salary and annual bonus potential.
• Comprehensive medical, dental, and vision coverage.
• Pension fund contribution.
• Generous annual leave and paid sick leave.
• Opportunities for continuous professional development and certifications.
• A stable and secure working environment.
• Access to modern office facilities.
• Employee wellness programs.