IT Help Desk Manager

Job Description

As an IT Help Desk Manager, you will play a crucial role in leading our support team in Durban. Your focus will be on developing best practices for technical support, working closely with teams to improve service quality and customer satisfaction.

Responsibilities

• Lead the IT help desk team in delivering high-quality technical support.
• Establish metrics to evaluate team performance and service level agreements (SLAs).
• Coordinate with other departments to ensure resolution of complex technical issues.
• Develop training programs to enhance the skills of help desk personnel.
• Implement ITIL best practices to improve service management processes.
• Evaluate and recommend tools and software for help desk operations.
• Manage vendor relationships related to hardware and software support.

Requirements

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Relevant IT certifications (e.g., ITIL, CompTIA) are advantageous

Experience

• Minimum of 5 years of experience in IT support, with at least 2 years in a managerial role

Technical Skills

• Technical Support
• Help Desk Software
• Windows and Linux Systems

Soft Skills

• Leadership
• Communication
• Problem-Solving

Certifications

• ITIL Foundation Certification
• CompTIA A+ Certification

Languages

• English: Fluent
• Afrikaans: Proficient

Advantageous

• Experience with network troubleshooting: Knowledgeable in diagnosing and resolving network-related issues.
• Familiarity with cloud services: Understanding of cloud platforms like AWS or Azure.

Benefits

• Competitive salary package
• Performance bonuses
• Medical aid and wellness programs
• Opportunities for professional development

Company Culture

• Teamwork: We believe in working collaboratively to achieve common goals.
• Innovation: We encourage creative thinking and the development of new ideas.
• Respect and Integrity: Our workplace is built on mutual respect and ethical behavior.