Helpdesk Manager – Lead Technical Support Team

About the role

A leading digital company in Somerset West, Cape Town is seeking an experienced Helpdesk Manager to lead its technical support team. The role combines hands‑on support, team leadership and strategic planning to ensure exceptional customer service and operational excellence.

Key responsibilities

• Lead, mentor and develop the help desk team, set clear expectations and KPIs, and foster a culture of professionalism and continuous improvement.
• Hire new staff as needed and present team requirements to the Managing Director.
• Design and execute a help desk strategy aligned with company goals, establishing policies, procedures and service standards.
• Identify workflow inefficiencies, implement automation and new tools, and maintain up‑to‑date SOPs.
• Provide coaching, training plans and motivation to ensure the team meets or exceeds performance targets.
• Act as the final escalation point for complex cases, define escalation paths and collaborate with other departments to resolve systemic issues.
• Prepare weekly reports for senior management, tracking ticket resolution times, SLA compliance, customer satisfaction and backlog management.
• Maintain an up‑to‑date knowledge base for internal and external use.

Required profile

• Proven experience managing a help desk or technical support team.
• Strong ability to set and monitor KPIs, drive performance and report to senior leadership.
• Excellent communication and stakeholder management skills.
• Demonstrated capability to plan for team growth and adapt processes to evolving customer needs.

Required skills