Helpdesk Manager

**Innovate IT Africa - Helpdesk Manager**

**Summary**

As a Helpdesk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

**Minimum Requirements**:

- At least 3 Years’ experience in a comparable role.
- Matric / Grade 12
- ITIL Certification
- A+ Certification
- N+ Certification
- Microsoft Certification (MCP, MCDST, MCITP certification) OR
- Relevant Diploma / Degree in Information Technology

**Personal Specification**:

- Prior Management and use of an Incident Management System.
- Commercially driven with an appetite to drive a business unit.
- Strong attention to detail with a drive for excellence in service delivery.
- Prior Management and Team Leader experience in a similar field.
- Ability to create and measure KPI’s.
- Demonstrate experience of working in a fast-paced office environment as part of a professional team.
- Ability to manage and coordinate changing priorities and capable of multi-tasking.
- Confident decision maker with the ability to choose a course of action and get stuff done.
- Ability to demonstrate strong communication skills and liaise with all members of the business and customers, including Senior Management and Directors.
- Fluent in English (Written and Verbal) - Portuguese an Advantage
- Ability to be flexible with work duties and hours as required by the team and business, and able to attend other sites for which travel may be required.
- Self-motivation and drive for continuous improvement.
- Report writing and analysis.
- Natural team player with desire to encourage interaction and integration.
- Willingness to travel and to spend time on site with customers.
- Willingness to get hands dirty and assist wherever needed.

**Roles and Responsibilities**:

- Manage the performance of Level 1, Level 2 and Level 3 services & support to our clients and ensure that service levels are achieved.
- Ensure that customer expectations are met or exceeded.
- Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, and that standards and processes are followed to provide outstanding customer service.
- Manage 100% of the service requests, incidents and problems and take overall responsibility for incident management and request fulfillment on the Helpdesk.
- Manage and coordinate urgent and complicated support issues.
- Act as escalation point for all service requests and incidents.
- Assist Helpdesk Staff in providing first line support when workloads are high, or where additional experience is required.
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing staffing schedules and providing backup support.
- Develop and maintain phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
- Determine root cause of issues and communicate appropriately to clients.
- Report to senior management on any issue that could significantly impact the business or a client’s business.
- Take on a wider customer service role and represent the Helpdesk at client meetings.
- Undertaking HR activities as needed.
- Train, coach, and mentor Helpdesk Staff (Level 1 / 2 / 3) including awareness sessions and career development.
- Approve staff time sheets, verify, and close all completed service requests in the Helpdesk.
- Provide data and reporting of KPI’s and trends to Senior Management on a weekly, monthly, and quarterly basis.
- Oversee Solutions repository (Knowledgebase) and ensure top quality solutions are available to the Helpdesk staff.
- Create and maintaining up to date documentation for all client sites including Standard Operating Procedures for common tasks.
- Develop an effective and workable framework for managing and improving IT support in the organization.
- Management of projects and project teams where required.
- Manage vendor relationships where applicable.
- Keep confidential all applicant, client, and company proprietary information.

**Skills and Knowledge required**:

- In-depth knowledge of Microsoft Windows Server 2012, 2016, 2019
- In-depth knowledge of virtualization technologies (Proxmox, VMWare)
- In-depth knowledge of WAN/LAN/ROUTING/VLANS
- Expert in MS Windows 10 & 11 and Office Applications
- Administration of Microsoft Exchange Online (M365)
- MS SQL 2008 R2 or later
- Active Directory Design and Administration
- DNS
- DHCP
- Microsoft 365 Administration
- SharePoint Administration
- Administration of various Security/Antivirus/Firewall Portals

**Job Type**: Temp to perm
Contract length: 3 months

**Experience**:

- Helpdesk Manager: 2 years (required)

License/Certification:

- ITIL Certification (preferred)
- Microsoft Certification (M