Job Description

Applications are invited for the

Wholesale Helpdesk Team Leader

position. This position will have remote work flexibility, reporting to the Service Desk Manager

PURPOSE OF THE ROLE:

The Wholesale Helpdesk Team Leader is responsible for providing professional and efficient helpdesk support by managing daily operations of the Helpdesk, representing the team and ensuring that the Helpdesk is constantly developing and improving. A strong customer service mindset is key in this role. The Wholesale Helpdesk Team Leader will assist with the standardisation of services and procedures along with streamlining any discovered inefficiencies as communicated and approved by the Operations Support Manager- Wholesale.

Key Performance Areas would include, but are not limited to:

Leadership:

Lead and manage a Team Manage team performance. Clearly communicate expectations, roles and responsibilities to team members and supply employees with the resources required to perform. Adhere to and re-enforce company policies, procedures and best practices at all times. Support, motivate and give feedback to the team. Grow and develop team members and encourage them to do training as and when required. Live and promote the Herotel values and culture. Level 1 MOS implementation and execution within the Helpdesk team. Compose and coordinate shifts for the Helpdesk team.

Helpdesk

:


Must be able to lead, coach and mentor their team. Must be able to attend to and manage client escalations in a professional manner as required in the Business/Enterprise space. Ensuring the Helpdesk team adheres to the support SLA and specified time frames. Second in line contact for clients who escalates service delivery issues. Escalate any unresolved issues to OSM for assistance/resolution. Resource planning and manage helpdesk schedules and shifts. Responsible for monitoring on live metrics with hourly queue performance analysis and react on it. Ensure Helpdesk personnel are adequately trained in all support aspects according to standards and requirements including VAS services. Ensure Helpdesk Agents are sufficiently acting on aged tickets. Identify increase in specific failure to proactively react and escalate and escalate to OSM. Identify inefficiency and produce improvement actions for the Helpdesk by working together with the OSM. Implementation of approved change plans as approved by the OSM. Management of Herotel NNI's, setup and configuration of Layer 2 services on NNI's. Assisting all branch inquiries relating to NNI related support issues. Working 24/7 shifts if and when needed.

Collaboration:

Coordination between all parties during network emergencies. Escalate network issues to relevant departments (NOC, Fibre and RF). Liaise closely with the rest of the Wholesale team. Identify issues on the network proactively by being attentive to issues that arise in other departments.

Reporting:

Produce monthly reports and the KPI's of the team. Report on aged ticket and escalate appropriate course of action for aged cases.

Key Outputs:

Team Performance and Productivity Customer Satisfaction Staff Development and Coaching Incident and Escalation Management Collaboration and Communication Shift and Schedule Management Knowledge Base and Documentation Continuous improvement

The successful candidate must have the following experience/skills:

Work Experience and Competency Requirements:

A minimum of 3-Years' experience in Wireless Technology and Networks/ISP. Proven track record in managing a team of technical individuals will be advantageous. Mikrotik Routers Intermediate + L2 Switching Intermediate + Networking Intermediate. Ability to communicate complex tasks and ideas using both written and verbal mediums. Excellent Customer Service skills. Excellent analytical and problem-solving skills. Willing and able to coach, develop, lead and motivate staff. Self-disciplined, motivated and organized

Qualifications

Grade 12 Diploma/Degree in Management will be advantageous. Wireless Qualifications will be advantageous. Mikrotik Qualification is essential

Applications to be sent to:

If interested and meet all requirements, please submit your CV with contactable references.

Applications to be submitted by no later than close of business on Friday, 15 August 2025

PLEASE NOTE:

Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel Business' Employment Equity Plan.

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If you do not hear from us within 14 days, please deem your application as unsuccessful.