Help Desk Supervisor

Job Description

We are on the lookout for a skilled Help Desk Supervisor to lead our IT support team in Stellenbosch. The ideal candidate will oversee daily operations, ensuring the delivery of high-quality support while also mentoring team members and driving process improvements.

Responsibilities

• Manage the help desk's daily operational activities, ensuring quality service delivery.
• Provide leadership and support to the help desk team.
• Monitor and report on help desk performance against defined metrics.
• Develop training materials and conduct team training sessions.
• Address and resolve escalated customer complaints.
• Maintain accurate records of service requests and resolutions.
• Propose changes to improve service delivery and team efficiency.

Requirements

Education

• Bachelor's degree in Computer Science or IT-related field
• Management or Leadership qualifications preferred

Experience

• 5+ years of experience in a supervisory role within IT support

Technical Skills

• Customer Service Excellence
• Technical Troubleshooting Skills

Soft Skills

• Analytical Skills
• Team Collaboration

Certifications

• Microsoft Certified: Azure Fundamentals
• CompTIA Network+ Certification

Languages

• English: Fluent

Advantageous

• Experience managing a diverse team: Ability to lead and manage a diverse team of support staff.
• Knowledge of cloud technologies: Experience with cloud platforms like AWS or Azure.

Benefits

• Comprehensive health and wellness benefits
• Generous leave policy including vacation and sick leave
• Retirement savings plan with company matching
• Opportunities for professional development

Company Culture

• Innovation Mindset: We encourage creative thinking and innovation in every aspect of our operations.
• Respect and Trust: Our company culture is based on mutual respect and trust among all employees.
• Community Engagement: We actively engage with our local community and support various social initiatives.