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The main purpose of this role is to lead our technical support team and ensure our help desk offers efficient and effective technical support to our customers.This role is critical to delivering exceptional support to our clients and internal teams by overseeing all help desk activities, managing staff performance, improving processes, and ensuring accountability for service levels to our clients by monitoring staff KPIs.Duties will include, but are not limited to:Team Leadership and ManagementLead, mentor, and develop the help desk team to ensure high levels of performance and morale.Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required.Build a culture of professionalism, accountability, and continuous improvement.Hire new staff according to team requirements. We expect the manager to present to the managing director on all team requirements.Train the team following quarterly reviews, and where there are shortfalls in skillsStrategic Planning & ImplementationDevelop and execute a help desk strategy that aligns with company goals and drives operational excellence.Establish clear policies, procedures, and service standards to ensure consistency and high-quality support.Plan ahead for team growth and evolving customer needs, ensuring long-term scalability.Process OptimisationContinuously assess workflows to identify inefficiencies and bottlenecks.Implement automation, new tools, and process improvements to streamline operations and improve response times.Document and update standard operating procedures (SOPs) to ensure consistency and compliance.Coaching, Training and MotivationProvide continuous coaching, focusing on each team members strengths and areas for growth.Provide a clear training plan to all new Help Desk employees so that they can perform their roles and responsibilities confidently.Foster a culture of accountability, collaboration, and customer-first thinking.Motivate the team to consistently meet or exceed their KPIs.Issue Resolution and EscalationServe as the final escalation point for critical or complex support cases.Establish clear escalation paths per network to ensure timely resolution of issues.Partner with other departments to resolve systemic problems and prevent recurrence.Reporting and AnalysisTrack and analyse key performance indicators (KPIs), including:Ticket resolution timesSLA compliance ratesCustomer satisfaction scoresEnsure ticket backlog is cleared out, if not, make sure we prioritise and close the oldest tickets first.First-contact resolution rateshttps://www.executiveplacements.com/Jobs/H/Helpdesk-Manager-1256096-Job-Search-01-27-2026-04-00-30-AM.asp?sid=gumtree

13d

Executive Placements

Somerset West

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About the roleReactive Engineers provide first and second-line technical support across multiple client environments, addressing incidents that cannot be resolved by the Service Desk. ResponsibilitiesReactive SupportProvide remote and onsite support to multiple clients as incidents are assigned.Respond to escalations from the Service Desk when issues exceed first-line capabilities.Troubleshoot hardware failures, network issues, and system outages across client sites.Maintain flexibility to support a wide range of environments and technologies across diverse industries.Adhere strictly to the daily scheduled calendar; request and update changes as needed.Escalate issues beyond scope or responsibility to the appropriate team or senior resource.Communicate all changes and updates to clients during maintenance or troubleshooting.Project InvolvementOffice 365 tenant and mailbox migrations.New user setups and onboarding across various systems.Server installations, network upgrades, and cloud service configurations.Participate in project planning and implementation phases as required.Cross-Site SupportManage incidents across multiple client sites without being assigned to a specific SLA client.Adapt quickly to a variety of technologies and industry verticals.Field Engineer Stand-InServe as a stand-in for onsite Field Engineers during periods of leave / absence.Ensure continuity of service and minimal disruption at client sites.Skills DevelopmentParticipate in Workplace Skills Plan (WSP) initiatives to pursue further studies and certifications.Maintain compliance for working on specific technologies (e.g., Microsoft tenants,cloud platforms) by achieving required certifications.Ticket Management & Site DocumentationAccurately update and manage ticket information.Contribute to site documentation by recording changes and updates during support tasks.Accurately update and manage ticket information.Contribute to site documentation by recording changes and updates during support tasks.Liaise with third-party vendors for hardware repairs and warranty claims.Assist internal teams with hardware repairs, upgrades, and testing in the workshop.Use the Daily Check-In System to log location when leaving company premises, enabling efficient dispatching.Maintain a reliable smartphone compatible with company software; remain reachable during working hours.Be available to travel to client sites at short notice; public transport is not acceptable due to the handling of valuable company stock.Uphold strict c https://www.executiveplacements.com/Jobs/R/Reactive-Engineer-1260220-Job-Search-02-07-2026-10-06-17-AM.asp?sid=gumtree

20h

Executive Placements

Bo-Kaap

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"service desk jobs" in Western Cape

service desk jobs in Western Cape (59 results)

Results for service desk jobs in "service desk jobs" in Western Cape in Western Cape