Help Desk Supervisor (Facilities Management) at Tsebo Solution

• Tsebo Facilities Solutions is looking for a Helpdesk Supervisor to lead and manage the helpdesk function, ensuring timely resolution of user queries, consistent service delivery, and a high standard of customer experience. The role focuses on team supervision, process improvement, and maintaining service level agreements (SLAs).

Duties & Responsibilities    
Operational Planning & Service Delivery

• Coordinate Helpdesk team to deliver consistent, high-quality service.
• Plan and manage staff rosters to ensure full contractual coverage.
• Monitor Planned Preventative Maintenance (PPM) schedules and work orders.
• Manage high volumes of calls and ensure prioritisation based on urgency and risk.
• Ensure compliance with stock control and reporting processes.
• Lead monthly performance and reporting meetings with clients.
• Monitor team performance, drive improvements, and recognise achievements.
• Manage call handling to avoid contractual penalties.

Team Leadership & People Management

• Supervise, coach, and develop Helpdesk staff.
• Manage attendance, timekeeping, leave, and overtime processes.
• Promote a high-performance culture and strong team morale.
• Address employee concerns and manage conflict effectively.
• Conduct ongoing training, mentoring, and skills development.

Process & Procedure Management

• Develop and continuously improve Helpdesk processes and workflows.
• Ensure documentation of all procedures is accurate and up to date.
• Maintain data integrity and governance of helpdesk systems.
• Ensure uninterrupted workflow and efficient turnaround times.
• Monitor contractor engagements and ensure compliance procedures are followed.

Reporting & Performance Monitoring

• Produce accurate weekly and monthly reports.
• Track and report on KPI performance and highlight non-conformances.
• Analyse data to identify trends and improvement opportunities.
• Implement systems such as feedback surveys to measure service quality.

Client Engagement & Customer Service

• Build strong relationships with clients and internal stakeholders.
• Respond to and resolve customer queries within required timeframes.
• Provide operational guidance and compliance advice where needed.
• Support business strategies and continuous service improvement.

Compliance & Risk Management

• Ensure adherence to HR policies, SHEQ standards, and company procedures.
• Apply ISO 9001 Quality Management and Risk Management principles.
• Promote safe working practices to protect staff and clients.
• Ensure confidentiality and secure handling of sensitive information.

Skills and Competencies    
Technical Skills

• MS Office (Excel, Word, PowerPoint)
• Call centre/helpdesk systems knowledge
• Data analysis and report writing
• Performance and resource management
• Knowledge of OHS Act and SHEQ requirements
• Strong administrative and organisational capability

Behavioural Competencies

• Working with People: Builds strong team relationships and supports team success.
• Adhering to Principles and Values: Demonstrates integrity and compliance with policies.
• Persuading and Influencing: Effectively manages stakeholder expectations and conflict.
• Learning and Researching: Continuously improves knowledge and skills.
• Creating and Innovating: Identifies improvements in processes and service delivery.
• Following Instructions and Procedures: Ensures compliance with operational standards.
• Adapting and Responding to Change: Handles change and ambiguity professionally.
• Coping with Pressures and Setbacks: Performs well under pressure and tight deadlines.
• Achieving Personal Work Goals: Drives performance and team results.
• Commercial Thinking: Understands service delivery impact and cost implications.

Qualifications    
Minimum Qualifications

• Matric (Grade 12)
• Relevant Helpdesk / Call Centre / Customer Service experience (required)

Experience

• 3–5 years’ experience in: Helpdesk or Call Centre operations and management
• Staff supervision and training
• Customer service environments (hospitality experience advantageous)
• Planning, organising, and resource allocation Conflict management
• ISO 9001 Quality Management and Risk Systems

Deadline:17th June,2026