Job title: Helpdesk Manager Reporting to: Technical Operations Manager Location: Cape Town ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS WHAT WE DO Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love. If you're looking for a new place to call ‘home' that believes in the potential of the broader SME landscape in South Africa and a place where you'll work with awesome people - then Lula's the place for you! We're making business banking fast, human, Lula! OUR VALUES Collaborative - we're a clan and work together as a team, always towards a common goal Committed - we're accountable and follow through no matter the challenge Curious - we look for better ways to do things and make a positive difference Connected - we stay close to, learn from and look to understand each other and our customers Compassionate - we go out of our way to care about our colleagues, our customers and our community OVERALL PURPOSE The Helpdesk Manager will ensure the efficient operation of the helpdesk function, delivering high-quality support to users while maintaining alignment with business objectives. This role is critical in managing the end-to-end lifecycle of incidents, problems, changes, and service requests, ensuring timely and effective resolution to minimize business disruption. As the Incident, Problem and Change Manager, the Helpdesk Manager leads efforts to restore normal service operations, implement changes with minimal risk, and drive continuous service improvements, all while fostering collaboration between IT teams and business stakeholders to enhance overall service delivery. Responsibilities will include: + Oversee the daily operations of the helpdesk team, ensuring service levels are met and maintained using ITIL processes and best practices for service delivery. + Build, lead and mentor a high performing Help Desk team, providing coaching, training, and performance evaluations. + Act as a liaison between the helpdesk team, other IT teams, and business stakeholders to ensure smooth communication. + Serve as a primary escalation point for helpdesk issues and major incidents. + Serve as the Lula Incident Manager by overseeing the full lifecycle of all incidents, ensuring that incidents are triaged correctly, leading major incident resolution efforts and ensuring SLAs are met. + Serve as the Lula Problem Manager to identify high impacting or recurring issues and root causes of incidents and driving Post Incident Report efforts. + Drive the resolution of problem records by facilitating cross-team efforts to identify workarounds and implement permanent fixes. + Maintain a knowledge base to help reduce the occurrence of repeat incidents by providing the helpdesk team with known error solutions. + Serve as the Lula Change Manager by overseeing the approval, implementation, and communication of IT changes. + Coordinate change activities with technical teams and ensure proper testing and rollback plans are in place. + Chair Change Advisory Board (CAB) meetings to facilitate the discussion and approval of changes, ensuring all stakeholders are informed and involved. + Oversee the service request fulfilment process, ensuring timely response and resolution to user requests. + Provide regular reports on service performance, including key metrics for incidents, problems, changes, and service requests. + Collaborate with other IT teams and departments to ensure end-to-end service delivery. THE COMPETENCIES WE'RE AFTER + Quick learner + Ability to work collaboratively + High attention to detail + Highly organised + Self-motivated + Customer service orientated + Highly credible and trustworthy + Open and honest + Strong planning skills and ability to prioritise + Adaptable and flexible + Resilient to change and ambiguity THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR + A degree or similar qualification (preferred) + ITIL certifications advantageous, ITIL and ITSM process experience essential + 8+ years of experience in a helpdesk or ITSM orientated role + 3+ years of experience in a leadership, supervisory or management position + Experience with Jira Service Management and Software essential + Excellent problem-solving and troubleshooting skills, with a keen eye for detail + Outstanding communication and interpersonal skills, with a user-centric approach + Ability to work under pressure, prioritise tasks, and meet deadlines + Demonstrated ability to motivate and inspire team members to achieve their best + A proactive, self-driven attitude with a passion for continuous learning and improvement Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks