Helpdesk Team Coordinator

Believe Resourcing; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A tech support company based in Cape Town is seeking a Helpdesk Team Coordinator to manage daily helpdesk operations. You will oversee incoming support calls and manage a team of approximately 10 agents. Ideal candidates will have technical support experience, strong leadership skills, and proficiency with ticketing systems like Freshdesk and Jira.

Qualifications

• Proven experience in a technical support or helpdesk environment.
• Previous exposure to managing or coordinating a support team of 5 or more technicians.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to remain calm under pressure and manage multiple priorities.

Responsibilities

• Act as the primary point of contact for all incoming support requests via phone, email, chat, and ticketing systems.
• Assign and prioritise support tickets to the relevant technicians.
• Monitor and escalate issues when necessary.
• Document all user interactions in the support system.
• Ensure follow-up with users until resolution.
• Maintain accurate daily/weekly reporting.
• Contribute to the creation and updating of internal knowledge base content.
• Provide administrative support to ensure smooth operations.

Skills

Leadership

Communication

Organizational skills

Client-centric approach

Tools

Freshdesk

Zendesk

Jira

Job description

Helpdesk Team Coordinator

Location: Observatory, Cape Town (On-site)Employment Type: Full-Time | PermanentIndustry: IT Support / Technical Services / Helpdesk Management

About the Client

Our client is a South African-based digital solutions provider focused on innovation through intelligent automation, data management, and customer-centric technologies. With a deep commitment to solving complex business challenges, they empower organisations to optimise performance and deliver measurable results through cutting-edge tech and tailored service delivery.

About the Role

We are seeking an experienced Helpdesk Team Coordinator to join the technical support division. This role is pivotal in overseeing the day-to-day operations of the helpdesk, ensuring incoming support calls and tickets are efficiently managed and distributed to a team of approximately 10 technical agents.

The ideal candidate will have previous experience in a technical support environment and demonstrate strong leadership, communication, and organisational skills.

Key Responsibilities

• Act as the primary point of contact for all incoming support requests via phone, email, chat, and ticketing systems.

• Assign and prioritise support tickets to the relevant technicians to ensure timely resolution.

• Monitor and escalate issues where necessary, recognising when advanced support is required.

• Document all user interactions, troubleshooting steps, and outcomes in the support system.

• Ensure follow-up with users until resolution, meeting compliance targets (e.g., 24h/48h check-ins).

• Maintain accurate daily/weekly reporting, including open tickets, SLA performance, and backlog summaries.

• Contribute to the creation and updating of internal knowledge base content such as FAQs and guides.

• Provide administrative support in collaboration with the Admin Assistant to ensure smooth operations.

Key Requirements

• Proven experience in a technical support or helpdesk environment.

• Previous exposure to managing or coordinating a support team of 5 or more technicians.

• Excellent verbal and written communication skills.

• Strong organisational and time-management abilities.

• Proficiency with ticketing systems and support tools (e.g., Freshdesk, Zendesk, Jira, etc.).

• A proactive attitude with a client-centric approach.

• Ability to remain calm under pressure and manage multiple priorities.

Ideal Candidate Profile

• A strong, assertive presence with a collaborative and empathetic leadership style.

• High attention to detail and a commitment to quality and timely delivery.