Senior Helpdesk Manager

Vexall; Gauteng; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading support services provider in Gauteng is seeking a Senior Helpdesk Manager to lead service desk operations and ensure effective support coverage. The ideal candidate will have over 5 years of managerial experience in retail or pharmacy environments, strong team leadership skills, and thorough knowledge of ITIL processes. This role offers the opportunity to drive efficiency and enhance operational excellence within the helpdesk team.

Qualifications

• 5+ years' proven experience in helpdesk managerial level in Retail / Pharmacy environment.
• Experience in managing a multi-functional team.
• Hands-on experience with at least 3 pharmacy systems.

Responsibilities

• Oversee service desk operations and ensure effective 24/7 support.
• Manage performance and quality of helpdesk support.
• Lead Problem Management through trend analysis.

Skills

Helpdesk management

Team leadership

ITIL Foundation

Excellent communication skills

Tools

GK POS

eSocket

Unisolv

Azure AD

Intune

MECM

Citrix

SQL

Job description

About This Role

The Senior Helpdesk Manager leads the unified Helpdesk (Service Desk, L1, L2, Monitoring) to deliver consistent, data-driven support across client accounts.

Key Responsibilities

People & Operations

• Oversee service desk operations, including call volume monitoring, capacity planning, team leadership, and scheduling to ensure effective 24/7 support coverage.
• Manage performance, quality, and workforce processes while aligning support channels, driving efficiency, and coaching team leads for operational excellence.

Process & Governance

• Manage and maintain key IT service governance areas, including the Service Catalogue, escalation policies, and Change Control processes.
• Lead Problem Management through trend analysis, root cause investigations, and implementation of preventative measures.

Monitoring & Communications

• Own Zabbix alert matrix; maintain Serv1 / Sev2 templates and comms timelines.
• Publish weekly and monthly reports, chair weekly OPS review.

Data & Improvement

• Use data to set realistic FCR and capacity; adjust staffing / training accordingly.
• Maintain skills matrix; deliver the training plans.

What You'll Need

• 5+ years' proven experience in helpdesk managerial level in Retail / Pharmacy environment.
• Experience in a managing multi-functional team.
• ITIL Foundation or equivalent (non-negotiable).
• Hands on exp. with at least 3 of: GK POS, eSocket, Unisolv / Pharmacy systems, windows & Vendor management & escalation with clear SLAs.
• Azure AD / Intune / MECM, Citrix, basic SQL, Position.
• Excellent written / verbal communication skills.