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Suppoort Desk Manager

Suppoort Desk Manager

Job Title: Suppoort Desk Manager
Location: Gauteng
Industry:
Salary: 40000.00
Reference: JN -022017-7684
Job Published: February 28, 2017 07:38

Job Description

Objective
 
To ensure customer satisfaction on the support desk (for existing customers) and smooth onboarding of new customers. The role entails managing a technical support team of about 4 – 5 people, and ensuring the team provides consistently excellent customer support.
 
Specifics of the role includes managing and developing staff; managing and improving processes for the support desk and customer onboarding; handling customer complaints and escalations; setting and reporting on team targets; designing and executing projects for continuous improvement; leading and inspiring the team to be the best support team they can be.
 
Required Experience
 
Tertiary degree or diploma preferable in a business or technical field
 
3 years management experience in help desk management
 
5 years experience working within the IT industry with a proven track record
 
Ideal Candidate
 
The ideal candidate:
 
Is able to lead and inspire a team of talented individuals towards a common goal
 
Is well organised and able to coordinate multiple simultaneous tasks
Has strong written and verbal communication skills
 
Enjoys working with people, is able to build productive working relationships with customers and internal staff
 
Is a good problem solver, able to evaluate information quickly, identify key issues and formulate conclusions
 
Is mentally tough and handles pressure well
 
Is methodical, accurate and has high standards for work delivery
 
Has a high-level understanding of the Internet (networking) and email services
 

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