Helpdesk Manager - Johannesburg
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 performance Hire, onboard, and train new team members, ensuring they are equipped with the necessary knowledge and skills to deliver efficient support services Set clear objectives and performance expectations for the helpdesk team, aligning them with the broader organisational goals and objectives Analyse metrics and performance indicators to evaluate team productivity, identify improvement areas, and implement strategies for enhanced efficiency Provide reliable and efficient support to stakeholders, including clients, employees, and partners, ensuring a high level of customer satisfaction throughout the support process Collaborate with other departments and teams to foster effective communication, streamline processes, and resolve complex issues requiring cross-functional support Monitor and manage the helpdesk platform, ensuring it is up to date, user-friendly, and aligned with industry best practices Stay up to date with industry trends, emerging technologies, and best practices in helpdesk management, incorporating them into the team's operations when appropriate Continuously enhance the knowledge base and self-help resources available Maintain 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 support First 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 satisfaction Average 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 service First 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 satisfaction Ticket 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 delivery Employee 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 team Quality 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 met Training 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 advantageous 3 years of experience in a helpdesk or technical support role, with demonstrated experience managing a team Strong leadership and people management skills, with the ability to hire, train, and motivate a team effectively In-depth knowledge of helpdesk tools and platforms, with experience using Zendesk or similar systems being highly desirable Excellent analytical and problem-solving skills, with the ability to analyse metrics and identify areas for improvement in team performance Exceptional customer service orientation with a focus on delivering a positive user experience Excellent communication skills, both written and verbal, with the ability to communicate technical concepts in a clear and understandable manner Proven ability to multitask, prioritise tasks, and work well under pressure in a fast-paced environment Strong organisational and time management skills, with a keen attention to detail Continuous 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 - https://crayon.jobs/jobs/south-africa/johannesburg/helpdesk-manager-r4-000-bounty/1133
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