Helpdesk Manager

About Telair:

Telair stands as a premium telecommunications service provider, steadfast in our commitment to delivering bespoke technology solutions accompanied by personalized support. Our unwavering dedication to excellence ensures unparalleled service and client satisfaction, cementing our reputation as industry leaders.

About the Role:

The technical support team at Telair plays an integral role in our operations, serving as the frontline ambassadors in our client interactions. Their exemplary performance shines through in the glowing reviews our company garners on platforms like Google. As we continue our rapid expansion, we seek to bolster this team by introducing the role of Helpdesk Manager.

This multifaceted position demands a blend of technical prowess, exceptional customer service, and adept people management skills, all rooted in a robust telecommunications background.

Responsibilities:

• Lead, mentor, and empower our support team to deliver exceptional service.
• Optimize systems and resources to ensure seamless operations.
• Foster knowledge growth within the team through comprehensive training and documentation.
• Handle escalated cases and engage with customers to ensure satisfaction.
• Collaborate closely with the NOC team to streamline operations.
• Monitor and exceed SLAs while liaising with stakeholders to achieve targets.
• Provide insightful reports on team performance and collaborate with HR for staff development.

Requirements:

• Proficiency in troubleshooting data and voice services, with a focus on escalated cases.
• Demonstrated experience in team management.
• Extensive background in helpdesk operations and customer service.
• Commitment to meeting SLAs and enhancing employee satisfaction.

Benefits:

• Lead our dynamic technical support team in an exciting professional opportunity.
• Competitive remuneration package.
• Thrive in a stimulating, inclusive, and collaborative work culture.

How to Apply:

Interested candidates are encouraged to submit their CV, along with a cover letter highlighting their suitability for the role and any relevant certifications, via Seek.

Telair proudly champions diversity as an Equal Opportunity Employer, fostering an inclusive environment for all team members.