Cape Town: Technical Helpdesk Manager (CPT Hybrid) posted by Datafin
Posted on 2025-04-30 00:00:00
| Employer | Datafin |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
Cape Town – Western Cape – South Africa
- Oversee day-to-day Helpdesk operations to ensure prompt, efficient, and effective customer support.
- Establish and enforce SLAs (Service Level Agreements) to meet client expectations.
- Coordinate with the technical team to manage escalated issues and provide solutions within agreed timelines.
- Manage, mentor, and develop a team of Helpdesk Technicians, fostering a positive and high-performing work culture.
- Conduct performance reviews, identify training needs, and support professional growth of team members.
- Implement and refine Helpdesk processes, tools, and documentation to improve operational efficiency.
- Analyse Helpdesk performance metrics and create actionable reports for continuous improvement.
- Stay updated on industry trends and recommend relevant tools or processes to enhance support capabilities.
- Provide hands-on technical assistance for high-priority or complex issues when needed.
- Ensure the Helpdesk team is equipped with up-to-date knowledge on emerging technologies and company-supported platforms.
- Collaborate with other technical teams to design solutions for recurring or large-scale issues.
- Matric / Grade 12.
- 5+ Years of experience in a technical support role, with at least 2 years in a leadership capacity.
- Prior experience in an MSP environment is highly preferred.
- Strong leadership and team management capabilities.
- Proficient in Helpdesk management software (e.g., Autotask, or similar).
- In-depth knowledge of networking, Windows, Server, Active Directory, Firewalls, IP Routing and cloud platforms (e.g., Azure, AWS).
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication, with the ability to communicate complex concepts clearly.
- Microsoft 365.
- SonicWall / FortiGate.
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