Help Desk Manager Full-time Job

Job Summary:

We are seeking a skilled and customer-focused Help Desk Manager to oversee our technical support team. The ideal candidate will be responsible for managing daily operations, ensuring prompt and effective issue resolution, and maintaining high customer satisfaction.

Key Responsibilities:

• Manage and lead the help desk team, including scheduling, training, and performance evaluations.
• Monitor ticket queues to ensure timely resolution of incidents and service requests.
• Establish and enforce help desk policies, procedures, and service level agreements (SLAs).
• Escalate unresolved issues to appropriate internal teams and follow up to ensure closure.
• Analyze support trends and recommend process or system improvements.
• Provide reports on support metrics and team performance to senior management.
• Ensure end-user satisfaction through effective communication and problem resolution.
• Maintain inventory of IT assets and manage software licensing compliance.

Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field (preferred).
• Skills in leadership managing +/-30 staff members
• Experienced mature individual with good experience in the IT help/service desk
• Excellent communication skills with Senior IT staff
• Ability to present and work with Microsoft Powerpoint
• Min 10 to 15 years working experience.

Why Indsafri?
We believe anything is possible
We humans have the potential to create and build anything we can imagine. we have walked the entire planet, climbed the greatest mountains, sailed once infinite oceans, inspired by birds we decided to fly, in our once impossible quest for space, now we even float in the outer space.