Job Description

Durban. Opportunity exists for Senior Support Desk Lead to build, manage, and enhance support desk function. Must have 5 to 10 years experience in a similar IT role.
This role is crucial in establishing and implementing best practices, systems. The ideal candidate will be responsible for growing and leading a support team dedicated to providing exceptional assistance to users of our social care software solutions

Responsibilities:

• Build and manage the support desk function, ensuring efficient operation and high-quality support
• Develop and implement best practices, systems, and processes for the support desk
• Hire, train, and lead a support team capable of delivering excellent customer service
• Monitor and evaluate support interactions, providing feedback and training to improve service quality
• Implement a knowledge base and FAQ resources for both support staff and users
• Work closely with the software development team to report and track user feedback
• Analyse support desk activity and prepare regular reports on metrics
• Ensure the support team is well-informed about all updates and changes in software solutions
• Develop strategies to enhance user support experience and streamline support processes
• Foster a culture of continuous improvement and learning

• Bachelorxe2x80x99s degree in Information Technology, Computer Science, or a related field
• 5 to 10 years experience in a similar role
• Proven experience in leading a support desk or customer service team
• Strong knowledge of best practices in customer support and service desk management
• Experience in implementing and managing support systems and processes
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making capabilities
• Exceptional communication and interpersonal skills
• Experience in training and developing staff
• Familiarity with social care software solutions is highly advantageous
• A customer-focused approach providing exceptional support

Sandi Crowther Recruitment