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Job: Help Desk Team Leader

Active since 13-07-2017 Job category IT - Services & support
Location Cape Town Level -
Educational level Vocational / Diploma / As... Employment type -
Hours 45 - 0 Salary Market Related
Help Desk Team Leader

Job Description:

As a recognised innovator, RSAWEB has the position of being in a fast moving space enjoying the latest and best cutting edge technology. The quality of both our products and our team has set us apart from our competition. RSAWEB focuses on connecting clients to the internet with a seamless process, and then helping them succeed online.

As a Help Desk Team leader in our Support Team you will be at the front line of assuring that each customer has a high-quality experience. You will join a dynamic team of problem solvers whose main goal is to interact with customers through phone calls and emails to resolve their technical issues and provide. If you are a smart, and creative problem solver with good communication skills then this is the perfect role for you.

As the Helpdesk Team Leader will be responsible for:

  • Managing the daily operations, procedures relating to client services
  • Building and Managing a team of highly motivated and productive client support representatives
  • Develop creative solutions to improve current processes
  • Work with service delivery managers and product managers to ensure effective handover of new customers to the service team
  • Assure that all client service requests are resolved within set service levels
  • Manage and implement plans for optimizing the usage of self-serve client service
  • Cover to assist with Incident Management (internally) for Product Critical Incidents (P0; P1)
  • Provide a weekly report on customer support metrics, key operational issues and a status update on any key initiatives that involve client service
  • Takes accountability in all projects undertaken by the department, ensuring that effective management occurs and deliverables are achieved in a timely cost-effective manner
  • Responsible for recruitment, soft skills coaching, training and retention of the department
  • Liaise with staff and Directors on salary reviews and recommendations for increases, bonuses and benefits
  • Any other reasonable task

 

More information
This listing is a full-time job

Job category IT - Services & support
Industry / Industries IT
Region South Africa
Keywords help desk team leader; service desk team leader; team lead; technical support team leader; team lead; service and support team lead; team leader; customer support team leader

Contact information

Name Sharon Mwamanda

Location

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