Search thousands of fresh jobs

×
This job is expired
Datafin

Technical Helpdesk Manager (CPT Hybrid)

Datafin

  • R Undisclosed
  • Permanent Management position
  • Cape Town
  • Posted 09 Jun 2025 by Datafin
  • Expires in 26 days
  • Job 2613372 - Ref 25672
Apply Now

About the position

ENVIRONMENT:

A thriving Managed Service Provider company dedicated to achieving excellence in the IT industry seeks a Technical Helpdesk Manager for this hands-on role where you will lead Helpdesk operations, ensuring smooth delivery of technical support and maintaining high customer satisfaction levels. The ideal candidate must be willing and able to go over and above for the customers and the company and be willing to get involved in all aspects of the business. You will require Matric/Grade 12 and preferably be Microsoft 365 and SonicWall/FortiGate Certified. You must be proficient with Autotask or similar, Windows, Server, Active Directory, Firewalls, IP Routing, Azure and AWS.

DUTIES:

Helpdesk Management -

  • Oversee day-to-day Helpdesk operations to ensure prompt, efficient, and effective customer support.
  • Establish and enforce SLAs (Service Level Agreements) to meet client expectations.
  • Coordinate with the technical team to manage escalated issues and provide solutions within agreed timelines.

Team Leadership -

  • Manage, mentor, and develop a team of Helpdesk Technicians, fostering a positive and high-performing work culture.
  • Conduct performance reviews, identify training needs, and support professional growth of team members.

Process Optimization -

  • Implement and refine Helpdesk processes, tools, and documentation to improve operational efficiency.
  • Analyse Helpdesk performance metrics and create actionable reports for continuous improvement.
  • Stay updated on industry trends and recommend relevant tools or processes to enhance support capabilities.

Technical Expertise -

  • Provide hands-on technical assistance for high-priority or complex issues when needed.
  • Ensure the Helpdesk team is equipped with up-to-date knowledge on emerging technologies and company-supported platforms.
  • Collaborate with other technical teams to design solutions for recurring or large-scale issues.

REQUIREMENTS:

  • Matric / Grade 12.
  • 5+ Years of experience in a technical support role, with at least 2 years in a leadership capacity.
  • Prior experience in an MSP environment is highly preferred.
  • Strong leadership and team management capabilities.
  • Proficient in Helpdesk management software (e.g., Autotask, or similar).
  • In-depth knowledge of networking, Windows, Server, Active Directory, Firewalls, IP Routing and cloud platforms (e.g., Azure, AWS).
  • Excellent problem-solving and analytical skills.
  • Exceptional verbal and written communication, with the ability to communicate complex concepts clearly.

Preferred Certifications –

  • Microsoft 365.
  • SonicWall / FortiGate.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] OR e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.

Desired Skills:

  • Technical
  • Helpdesk
  • Manager

Apply Now

Datafin

About the agency

Datafin Recruitment was established in 1999 and is one of South Africa’s leading Recruitment companies. Owned and managed by two sisters Lindy and Bev Sollinger, we focus on connecting with both our clients and candidates in an authentic conscious meaningful manner. We focus on the Tech, Digital/Online, Data, Finance and HR industries.

Receive a daily digest of all new jobs matching this job. Your information is safe with us and you can cancel any time.

Expires in 25 days

Email me jobs similar to: Technical Helpdesk Manager (CPT Hybrid)

Receive a daily digest of all new jobs matching this job: Senior IT Auditor. Your information is safe with us and you can cancel at any time.