Responsibilities:

Team Leadership: – Recruit, train, and mentor a team of helpdesk support specialists and technicians. – Foster a collaborative and positive team environment to enhance performance and employee satisfaction. – Set clear performance goals, monitor results, and conduct performance reviews. Customer Support Management: – Oversee the helpdesk system, ensuring that all client issues are logged, tracked, and resolved timely. – Implement best practices for customer service to enhance client experiences and satisfaction. – Develop and maintain a comprehensive knowledge base, FAQs, and training materials for clients and staff. Technical Issue Resolution: – Provide advanced technical support for software issues related to our SAAS offerings. – Collaborate with technical teams to resolve complex issues and communicate solutions back to clients. – Analyze helpdesk trends and root causes of recurring issues to formulate preventative measures. – Process Improvement: o Continuously evaluate helpdesk processes and workflows to identify areas for improvement. o Implement tools and technologies to streamline operations and enhance service delivery. o Develop and track key performance indicators (KPIs) for the helpdesk team to measure success and identify opportunities for growth. Client Relationship Management: – Establish and maintain strong relationships with clients, client success team and stakeholders. – Conduct regular reviews and gather client feedback to enhance service offerings. – Serve as a point of escalation for critical client issues and ensure they are addressed effectively. Reporting and Analysis: – Prepare reports on helpdesk performance metrics, trends, and client feedback. – Use analytics to drive decision-making and improve service delivery. – Present findings and recommendations to senior management and stakeholders. Qualifications: – Bachelor`s degree in Information Technology, Business Administration, or a related field. – Proven experience in a helpdesk or technical support role, with at least 3 years in a managerial or supervisor capacity, preferably in a SAAS or ERP systems support environment. – Strong knowledge of ticketing systems, customer relationship management (CRM) software, and remote support tools. – Familiarity with the tourism industry and its software solutions is a plus. – Excellent interpersonal and communication skills, with a strong customer service orientation. – Ability to work under pressure and manage multiple priorities effectively. – Strong problem-solving skills and technical acumen. Benefits: – Competitive salary and performance-based bonuses. – Opportunities for professional development and training. – Flexible working arrangements and a supportive work environment. – A dynamic and innovative company culture focused on making an impact in the tourism industry.

Helpdesk Manager position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2025-03-13 in the It Computing Software category

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