ISP Helpdesk Supervisor

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

ISP Helpdesk Supervisor responsibilities include leading and mentoring of a Helpdesk technical team, monitoring system performance, and remotely assisting clients on all inbound channels. To be successful in this role, he or she should have excellent leadership skills, co-ordinations skills, hands-on experience with various Operating Systems and a basic understanding of Networking, Routing, Web hosting and Telephony systems. The supervisor plays an important role in maintaining high levels of client satisfaction.

By communicating in a professional manner, he or she provides updates and ensures that clients are aware of the actions that are being undertaken on their behalf. He or she must have a basic understanding of IT infrastructure in order to log tickets with as much detail as possible.  He or she is the “voice” of Reflex, setting the standard for exceptional client service throughout the rest of the organisation, owning all tickets from cradle to grave, even if these tickets are assigned outside of the Helpdesk by means of technical escalation.

The ISP Helpdesk Supervisor must ensure enhanced levels of efficiency and productivity. He or she strives to exceed the needs of internal and external clients by producing quality work and service, able to go the ‘extra mile’ to achieve tasks, objectives. Initiative and a problem solver: able to take ownership of area, accepts issues and follow up with actions to rectify.

Key Duties and Responsibilities:
Service Level Management

Monitor and manage client and internal service levels in line with agreed SLA and OLA frameworks.

Ensure Helpdesk performance aligns with service levels set by the Helpdesk Executive and Helpdesk Manager.

Maintain oversight and functional ownership of all escalated tickets from cradle to grave.

Act with full authority on behalf of the Helpdesk Manager and Service Delivery Managers when required.

Ensure adherence to IT Service Management processes, OLAs, and Underpinning Contracts.

Proactively monitor Incident Management dashboards and take reactive or preventative action.

Track, report, and drive First Contact Resolution (FCR) performance in line with targets.

FCR is defined as tickets resolved at first contact or by a single resource within one hour.
Target: 70% of tickets resolved as FCR, reported weekly and monthly.

Service Ownership (Ticket Management)

Act as Service Owner for assigned support services, ensuring delivery within agreed service levels.

Own and manage all incidents from logging through to final resolution.
Coordinate technical and hierarchical escalations timeously and in line with SLA and OLA requirements.

Collaborate closely with Service Delivery Managers on service level performance and improvement initiatives.

Client Support & Communication

Respond to and prioritise technical requests via telephone, voicemail, email, web chat, WhatsApp, and in person.

Ensure timely resolution or escalation of technical incidents as they arise.
Maintain consistent and professional communication with clients, providing clear status updates.

Manage client expectations and overall client experience through SLA‑driven incident resolution.

Ensure every client interaction ends with confidence that their issue is being actively managed.

Team Leadership & Operations

Serve as the direct report for Helpdesk team members.

Lead by example, fostering a proactive, client‑focused, and collaborative team culture.

Analyse ticket trends and provide intelligent insights to improve service quality and efficiency.

Ensure accurate documentation is created, maintained, and distributed (Work Instructions, Known Errors, etc.).

Build and maintain a Helpdesk knowledge base, including Wiki and troubleshooting resources.

Drive internal and external communication to keep clients and escalation teams informed.

Provide daily feedback and reporting on call management and call quality to the Helpdesk Executive, Helpdesk Manager, and Service Delivery Managers.

Working Requirements

Willingness to work shifts in a 24/7 operational environment.
Hands‑on, proactive approach with a strong sense of accountability and ownership.

Education, Experience and Skills

National Senior Certificate

Minimum 4 years’ experience in a Helpdesk Team Lead or Supervisor role

Previous experience in an ISP Helpdesk environment (essential)

ITIL V3 or V4 certification (essential)

Proven experience managing SLAs, escalations, and service delivery performance

Experience in call coordination and incident escalation

Ability to take disciplinary action and manage IR processes

Excellent verbal and written English communication skills

Strong problem‑solving and leadership capabilities

Valid driver’s licence and own reliable transport

Advantageous:

A+ and N+ certifications

Technical IT support experience

Working knowledge of networking, routing, web hosting, and telephony systems

Personal Attributes:

Client‑focused and professional under pressure

Organised, detail‑oriented, and results‑driven

Able to take initiative, own challenges, and drive solutions

Committed to continuous improvement and service excellence