Support Desk Lead – Durban

Support Desk Lead – Durban

IT
KZN

 
Overview
Our client is currently seeking an experienced Support Desk Lead to build, manage, and enhance our support desk function.
This role is crucial in establishing and implementing best practices, systems, and processes for our support desk.
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 for our software users.
    • 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 and issues.
    • Analyse support desk activity and prepare regular reports on metrics, including response times, issue resolution rates, and customer satisfaction.
    • 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 within the support team.
 
Requirements
    • Bachelor’s degree in Information Technology, Computer Science, or a related field.
    • 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 with a commitment to providing exceptional support.