Help desk Supervisor (Facilities Management)

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

Operational Planning & Service Delivery

• Coordinate Helpdesk team to deliver consistent, high-quality service.
• Plan and manage staff rosters to ensure full contractual coverage.
• Monitor Planned Preventative Maintenance (PPM) schedules and work orders.
• Manage high volumes of calls and ensure prioritisation based on urgency and risk.
• Ensure compliance with stock control and reporting processes.
• Lead monthly performance and reporting meetings with clients.
• Monitor team performance, drive improvements, and recognise achievements.
• Manage call handling to avoid contractual penalties.

Team Leadership & People Management

• Supervise, coach, and develop Helpdesk staff.
• Manage attendance, timekeeping, leave, and overtime processes.
• Promote a high-performance culture and strong team morale.
• Address employee concerns and manage conflict effectively.
• Conduct ongoing training, mentoring, and skills development.

Process & Procedure Management

• Develop and continuously improve Helpdesk processes and workflows.
• Ensure documentation of all procedures is accurate and up to date.
• Maintain data integrity and governance of helpdesk systems.
• Ensure uninterrupted workflow and efficient turnaround times.
• Monitor contractor engagements and ensure compliance procedures are followed.

Reporting & Performance Monitoring

• Produce accurate weekly and monthly reports.
• Track and report on KPI performance and highlight non-conformances.
• Analyse data to identify trends and improvement opportunities.
• Implement systems such as feedback surveys to measure service quality.

Client Engagement & Customer Service

• Build strong relationships with clients and internal stakeholders.
• Respond to and resolve customer queries within required timeframes.
• Provide operational guidance and compliance advice where needed.
• Support business strategies and continuous service improvement.

Compliance & Risk Management

• Ensure adherence to HR policies, SHEQ standards, and company procedures.
• Apply ISO 9001 Quality Management and Risk Management principles.
• Promote safe working practices to protect staff and clients.
• Ensure confidentiality and secure handling of sensitive information.

Skills and Competencies

Technical Skills

• MS Office (Excel, Word, PowerPoint)
• Call centre/helpdesk systems knowledge
• Data analysis and report writing
• Performance and resource management
• Knowledge of OHS Act and SHEQ requirements
• Strong administrative and organisational capability

Behavioural Competencies

• Working with People: Builds strong team relationships and supports team success.
• Adhering to Principles and Values: Demonstrates integrity and compliance with policies.
• Persuading and Influencing: Effectively manages stakeholder expectations and conflict.
• Learning and Researching: Continuously improves knowledge and skills.
• Creating and Innovating: Identifies improvements in processes and service delivery.
• Following Instructions and Procedures: Ensures compliance with operational standards.
• Adapting and Responding to Change: Handles change and ambiguity professionally.
• Coping with Pressures and Setbacks: Performs well under pressure and tight deadlines.
• Achieving Personal Work Goals: Drives performance and team results.
• Commercial Thinking: Understands service delivery impact and cost implications.

Qualifications

Minimum Qualifications

• Matric (Grade 12)
• Relevant Helpdesk / Call Centre / Customer Service experience (required)

Experience

• 3–5 years’ experience in: Helpdesk or Call Centre operations and management
• Staff supervision and training
• Customer service environments (hospitality experience advantageous)
• Planning, organising, and resource allocation Conflict management
• ISO 9001 Quality Management and Risk Systems