IT Helpdesk Supervisor - Lead & Elevate Support

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

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.