Helpdesk Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Crayon Full time

How you'll role

As a Helpdesk Manager, you will assume responsibility for leading and supervising a helpdesk team, ensuring the efficient and effective handling of queries, reports, and requests generated on the helpdesk platform. Your key responsibilities will involve recruiting and training team members, setting objectives, analysing performance metrics, and delivering reliable and efficient support to stakeholders. Your role will be instrumental in driving the team's performance to meet goals and deliver exceptional service.

What you'll do

Lead and manage the helpdesk team, providing guidance, training, and motivation to ensure the team's professional development and optimal performanceHire, onboard, and train new team members, ensuring they are equipped with the necessary knowledge and skills to deliver efficient support servicesSet clear objectives and performance expectations for the helpdesk team, aligning them with the broader organisational goals and objectivesAnalyse metrics and performance indicators to evaluate team productivity, identify improvement areas, and implement strategies for enhanced efficiencyProvide reliable and efficient support to stakeholders, including clients, employees, and partners, ensuring a high level of customer satisfaction throughout the support processCollaborate with other departments and teams to foster effective communication, streamline processes, and resolve complex issues requiring cross-functional supportMonitor and manage the helpdesk platform, ensuring it is up to date, user-friendly, and aligned with industry best practicesStay up to date with industry trends, emerging technologies, and best practices in helpdesk management, incorporating them into the team's operations when appropriateContinuously enhance the knowledge base and self-help resources availableMaintain a positive and collaborative work environment, fostering teamwork, knowledge sharing, and open communication among team members

Key Performance Metrics

The Central Services Manager will conduct a quarterly KPI session in which the following metrics

will be assessed:

Customer Satisfaction (CSAT) Score: CSAT measures the level of satisfaction among customers who have interacted with the helpdesk. It is typically assessed through post-interaction surveys or feedback. A higher CSAT score indicates better customer service and supportFirst Response Time (FRT): FRT measures the time it takes for the helpdesk team to respond to a customer's initial query or request. Faster response times generally indicate better service and can contribute to higher customer satisfactionAverage Resolution Time (ART): ART measures the average time it takes for the helpdesk team to resolve customer issues or inquiries. A lower ART signifies efficient problem-solving and customer serviceFirst Contact Resolution (FCR) Rate: FCR measures the percentage of customer issues or inquiries that are resolved during the first interaction with the helpdesk team, without the need for further follow-ups. A higher FCR rate indicates effective troubleshooting and customer satisfactionTicket Volume and Backlog: These metrics quantify the number of incoming helpdesk tickets and the existing backlog of unresolved tickets. Managing ticket volume and reducing the backlog are indicators of efficient helpdesk operations and service deliveryEmployee Productivity and Efficiency: These metrics assess individual and team performance, such as the number of tickets handled per day or per hour, average handling time per ticket, and overall productivity. Higher productivity and efficiency often indicate a well-performing teamQuality Assurance (QA) Score: QA score measures the quality of interactions and resolutions provided by the helpdesk team. It can be assessed through regular monitoring and evaluation of customer interactions, ensuring that service standards and procedures are consistently metTraining and Development: This metric focuses on employee growth and development, tracking the completion of training programs, certifications, and the effectiveness of training in improving performance and skills within the helpdesk team

What you'll need

Bachelor's degree in Information Technology, Computer Science, or a related field is advantageous3 years of experience in a helpdesk or technical support role, with demonstrated experience managing a teamStrong leadership and people management skills, with the ability to hire, train, and motivate a team effectivelyIn-depth knowledge of helpdesk tools and platforms, with experience using Zendesk or similar systems being highly desirableExcellent analytical and problem-solving skills, with the ability to analyse metrics and identify areas for improvement in team performanceExceptional customer service orientation with a focus on delivering a positive user experienceExcellent communication skills, both written and verbal, with the ability to communicate technical concepts in a clear and understandable mannerProven ability to multitask, prioritise tasks, and work well under pressure in a fast-paced environmentStrong organisational and time management skills, with a keen attention to detailContinuous learner with a passion for staying updated with the latest industry trends and technologies

Personality

Director / Supporter

Decisive, Goal-oriented, Organised, Proactive, Self-confident

Apply here -

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