Help Desk Lead

Job Description

We are looking for a Help Desk Lead to oversee our technical support team in Durban. The ideal candidate will excel in customer service, with a strong technical background to ensure the best support experience for our clients.

Responsibilities

• Oversee the help desk operations in compliance with company standards.
• Identify areas for process optimization and implement improvements.
• Ensure high levels of customer satisfaction through effective leadership.
• Conduct regular team meetings to discuss performance and strategies.
• Assist with hiring and onboarding new support staff.
• Analyze customer feedback for service enhancement opportunities.
• Align team objectives with business goals and strategies.
• Report on team performance and suggest improvements.

Requirements

Education

• Bachelor's degree in Information Systems, Computer Science, or related field
• IT Support certifications preferred

Experience

• 5 years of experience in help desk or technical support role

Technical Skills

• Network troubleshooting
• Help Desk Software

Soft Skills

• Time Management
• Teamwork

Certifications

• Microsoft Certified: Azure Fundamentals
• Certified Help Desk Manager (HDI)

Languages

• English: Fluent

Advantageous

• Experience in customer service management: Background in managing customer service operations.
• Familiarity with cybersecurity principles: Understanding basic cybersecurity principles related to IT support.

Benefits

• Comprehensive health and wellness benefits
• Retirement savings plan with company match
• Employee training and development programs
• Work-from-home options available

Company Culture

• Continuous Improvement: We continuously seek ways to enhance our services and support systems.
• Employee Well-being: The well-being of our employees is a priority, and we provide resources to support a healthy work-life balance.