Help Desk/service Desk Team Leader

3 days ago

Stellenbosch, South Africa Hungry Lion Fast Foods (Pty) Ltd Full time

WHO WE ARE
Operating in multiple African countries, and growing rapidly, Hungry Lion strives to provide high-quality products at affordable prices in a modern fast-food environment.
We are a young, fun, dynamic, and GROWING company full of opportunities with little to no corporate politics. Our mandate is to enlist intelligent, creative, and hard-working people who are prepared for a challenge and want to be part of building something EXTRAORDINARY.

ROLE OVERVIEW
As a Help Desk/Service Desk Team Leader, you will oversee the daily operations of our IT Help Desk & First Line support team, ensuring exceptional service, efficient workflow, and achieving performance targets.

DUTIES/ RESPONSIBILITIES
Team Leadership and Management
Develop and optimise IT Helpdesk processes and workflows for improved efficiency.
Address escalated store concerns and ensure resolutions that meet or exceed expectations.
Monitor help desk performance metrics and analyse data to identify trends and areas for improvement.
Ensure ongoing training to keep the team updated on product knowledge and best practices.
Ensure compliance with organisational policies, procedures, and industry regulations.
Evaluate and recommend technology solutions to enhance call centre operations.

**REQUIREMENTS**:
2 years of Team Leader experience in a Help Desk centre or customer service environment.
**Preferred**: Retail / QSR knowledge.
Knowledge of customer service principles and practices.
Knowledge of IT helpdesk / Service desk telephony and technology.
COMPETENCIES
Resilience and stress tolerance.
Administration and clerical competence.
Excellent written and verbal communication skills.
Client centricity.
Adaptability.
Drive and commitment.
Problem-solving.
Emotional intelligence.
Self-management.
Attention to detail.
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