Help desk Supervisor

Tsebo Facilities Solutions

Talent Pool

Gauteng

About Us:

Tsebo Facilities Solutions is looking for a Helpdesk Supervisor to lead and manage the helpdesk function, ensuring timely resolution of user queries, consistent service delivery, and a high standard of customer experience. The role focuses on team supervision, process improvement, and maintaining service level agreements (SLAs). As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people – the heart of Tsebo – is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

Duties & Responsibilities:

• Supervise daily helpdesk operations and team performance
• Allocate and monitor tickets to ensure timely resolution
• Ensure adherence to SLAs and service standards
• Provide coaching, guidance, and support to helpdesk agents
• Handle escalations and resolve complex issues
• Monitor system performance and identify recurring issues
• Generate reports on helpdesk activity, trends, and performance
• Drive continuous improvement in service processes and systems
• Maintain accurate records of incidents and resolutions
• Build strong relationships with internal stakeholders

Skills and Competencies:

Behavioural Competencies

• Working with People: Builds team spirit and supports colleagues
• Delivering Results: Meets service targets and quality standards
• Planning and Organising: Manages workload and priorities effectively
• Adapting to Change: Responds positively to shifting demands
• Applying Expertise: Uses technical knowledge to solve problems

Technical Skills

• Helpdesk/ticketing systems (e.g., ServiceNow, Freshdesk, etc.)
• Strong troubleshooting and problem-solving skills
• Knowledge of IT systems, networks, and end-user support
• Reporting and data analysis (Excel or similar tools)
• Basic understanding of ITIL principles (advantageous)

Qualifications:

• Minimum: Diploma or Degree in IT, Information Systems, or related field
• 3–5 years’ experience in a helpdesk or IT support environment
• 1–2 years’ supervisory or team leadership experience preferred