Helpdesk Manager at Helderberg Personnel

Duties will include, but are not limited to:

Team Leadership and Management

• Lead, mentor, and develop the help desk team to ensure high levels of performance and morale.
• Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required.
• Build a culture of professionalism, accountability, and continuous improvement.
• Hire new staff according to team requirements. We expect the manager to present to the managing director on all team requirements.
• Train the team following quarterly reviews, and where there are shortfalls in skills

Strategic Planning & Implementation

• Develop and execute a help desk strategy that aligns with company goals and drives operational excellence.
• Establish clear policies, procedures, and service standards to ensure consistency and high-quality support.
• Plan ahead for team growth and evolving customer needs, ensuring long-term scalability.

Process Optimisation

• Continuously assess workflows to identify inefficiencies and bottlenecks.
• Implement automation, new tools, and process improvements to streamline operations and improve response times.
• Document and update standard operating procedures (SOPs) to ensure consistency and compliance.

Coaching, Training and Motivation

• Provide continuous coaching, focusing on each team member’s strengths and areas for growth.
• Provide a clear training plan to all new Help Desk employees so that they can perform their roles and responsibilities confidently.
• Foster a culture of accountability, collaboration, and customer-first thinking.
• Motivate the team to consistently meet or exceed their KPIs.

Issue Resolution and Escalation

• Serve as the final escalation point for critical or complex support cases.
• Establish clear escalation paths per network to ensure timely resolution of issues.
• Partner with other departments to resolve systemic problems and prevent recurrence.

Reporting and Analysis

• Track and analyse key performance indicators (KPIs), including:
• Ticket resolution times
• SLA compliance rates
• Customer satisfaction scores
• Ensure ticket backlog is cleared out, if not, make sure we prioritise and close the oldest tickets first.
• First-contact resolution rates
• Ticket escalation trends
• Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network-specific issues, and clear actions for improvement.

Knowledge Management

• Maintain an up-to-date knowledge base for internal and external use.
• Ensure all team members are trained on new products, technologies, and processes.
• Promote knowledge sharing within the team to reduce repeated issues and improve first-contact resolution rates.

Quality Control

• Conduct regular quality assurance checks to maintain service excellence:
• Review fault logging for accuracy and completeness.
• Verify correct assignment and tracking of third-party work packages.
• Audit phone recordings to ensure professionalism and proper handling of calls.
• Check ticket categorisation and prioritisation to ensure accuracy and compliance with ODM standards