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    • IT Service Desk Team Leader/Supervisor - Johannesburg - MEH Technologies

    MEH Technologies
    MEH Technologies Johannesburg

    1 month ago

    Default job background
    Description

    Our company's story is one of transformation and growth, built on the foundation of two decades of expertise in digital landscapes.

    We believe that true innovation stems from a deep understanding of our customers' needs, which is why we offer bespoke IT solutions tailored to their unique aspirations.

    Duties & Responsibilities

    1. Mentor and supervise a team of help desk specialists, providing guidance and support to ensure high-quality service delivery.
    2. Lead regular team meetings to discuss performance, share updates, and address any concerns.
    3. Serve as the primary point of escalation for complex technical issues requiring advanced problem-solving skills.
    4. Foster professional relationships with clients, addressing their concerns and ensuring satisfaction.
    5. Monitor daily service desk operations, including ticket queues and response times, to guarantee compliance with service level agreements (SLAs).
    6. Provide hands-on support for escalated issues, ensuring timely resolution of incidents related to hardware, software, and network problems.
    7. Evaluate calls and tickets for quality assurance purposes, ensuring adherence to established standards.
    8. Oversight incident management processes, ensuring accurate logging and resolution within agreed timelines.

    Desired Experience & Qualification

    1. Minimum 3 years of experience in a help desk or technical support role.
    2. At least 2 years of supervisory or team lead experience within a help desk environment.
    3. Strong technical knowledge of Microsoft Office 365, Windows operating systems, Active Directory, VPNs, etc.
    4. Relevant IT certifications (e.g., HDI, ITIL, A+) are highly valued.
    5. Excellent communication skills, both verbal and written.
    6. A strong customer service orientation with a focus on user satisfaction.
    7. The ability to work effectively under pressure and manage multiple priorities.
    8. Strong verbal, written communication, and presentation skills.
    9. Microsoft Sentinel expertise is a plus.

    What We Offer

    Market-competitive remuneration package.

    Career Opportunity

    If you're interested in this position, please submit your application. We appreciate your interest in joining our team.

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