Hlengiwe Mthethwa
IT Helpdesk Manager
Vanderbijlpark,GP
Summary
Helpdesk Manager leading multi-site ITIL service desk operations across Active Retail POS and application support teams. Directs 11–20 staff and 150–300 tickets per week across incident, escalation, and service reporting workflows while reducing waiting time by 20 minutes and driving 21%+ improvement in SLA adherence, call trend management, and customer satisfaction. Partners with service delivery, account management, and release teams to strengthen service transitions and continuous improvement.
Overview
5
5
Certifications
17
17
years of professional experience
Work History
Helpdesk Manager
BCX
Centurion
10.2022 - Current
- As a Helpdesk Manager I lead 2 Team Leads, 2 SMEs – Retail Product Specialists and 13 Application /Technical support officers -all specializing in Active Retail POS support. Led and managed Helpdesk operations ensured high service quality and SLA adherence.
- Key Responsibilities:
- Manage client escalations and major incidents
- Deliver weekly/monthly service reports
- Align service delivery with evolving business requirements
- Drive continuous service improvement initiatives
- Ensure adherence to ITIL processes and service standards
- Develop team frameworks, job descriptions and performance plans
- Collaborate with Service Delivery & Account Management teams
- Monitor call trends, repeat incidents, and root cause analysis
- Manage service transitions and software release processes
- Schedule management and Project resource management
- Key Achievements:
- Improved service reporting structures
- Strengthened escalation management processes
- Enhanced proactive call trend management
- Increase the culture of learning through learnerships and external training
- Led help desk operations, ensuring timely resolution of technical issues and user support requests.
- Developed and implemented efficient ticketing system procedures to streamline issue tracking and resolution.
- Trained and mentored team members on best practices for customer service and technical troubleshooting.
- Analyzed service metrics to identify trends and improve response times for user inquiries.
- Collaborated with IT teams to enhance system functionality based on user feedback and operational needs.
- Coordinated cross-departmental communication to ensure seamless support for end-users across the organization.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
Retail Operations Manager
BCX
Centurion
03.2019 - 10.2022
- Managed multiple retail contact centres including Sasol, Cashbuild, Saint Gobain, TFG, Massmart, Makro and McDonald’s.
- Managed up to 24 direct resources and previously 92+ first-line agents
- Supervised 5 Team Leads
- Oversaw multi-client retail IT environments
- End-to-end Incident, Change & Request Management
- Vendor and third-party management
- Capacity planning and financial oversight
- Escalation mailbox management
- Staff onboarding/offboarding
- Service reporting and dashboard preparation
- Helix and Marval system migrations
- Customer Service Improvement Programmes
- Succession planning and recruitment
- Sasol Marval to Helix migration
- Mitel (Ignite) migration
- Password reset automation
- Email ingestion improvements
- Retail service desk leveraging across clients
- Oversaw daily operations to ensure optimal performance and customer satisfaction.
- Streamlined inventory management processes, reducing discrepancies and improving accuracy.
- Trained and mentored staff on operational best practices and customer service excellence.
- Implemented cost-saving initiatives that enhanced overall efficiency across departments.
- Analyzed sales data to identify trends, informing strategic decisions for product placement.
- Collaborated with cross-functional teams to enhance operational workflows and improve service delivery.
- Developed training programs aimed at enhancing employee performance and retention rates.
- Led team meetings focused on continuous improvement strategies and operational goals alignment.
- Managed budgets effectively by monitoring expenses closely, identifying cost-saving opportunities, and allocating resources strategically.
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
- Improved customer satisfaction ratings with attentive service, prompt issue resolution, and proactive relationship building efforts.
- Contributed to leadership team for implementing company policies and procedures.
- Established strong relationships with vendors to secure favorable pricing terms for merchandise procurement while maintaining quality standards.
- Streamlined communication channels between departments within the store to facilitate seamless coordination on key tasks such as inventory replenishment and customer service resolution efforts.
- Provided regular feedback to employees regarding their performance as part of a comprehensive talent development plan focused on individual growth potential.
- Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
Service Desk Team Lead – Edcon Client
Accenture (Transferred to BCX)
Johannesburg
04.2015 - 02.2019
- Managed 40+ agents across shifts, overseeing Incident, Escalation, Quality and Change Management.
- Led team in resolving complex technical issues, enhancing service desk efficiency.
- Ensured SLA compliance through timely reporting and proactive issue resolution.
- Supervised 1st Line & Escalations teams
- Quality assurance and process reviews
- Active Directory user management
- Service Desk project involvement (VeriFone rollout, system migrations)
- Procurement and budget oversight
- Led team in resolving complex technical issues, contributing to improved service desk efficiency and customer satisfaction.
- Root cause analysis and QA reporting
- Mentored junior staff on troubleshooting techniques and customer communication strategies.
- Developed training materials for new hires, streamlining onboarding procedures.
- Analyzed service desk performance metrics to pinpoint improvement opportunities, driving process enhancements.
- Coordinated cross-functional collaboration to resolve escalated client concerns promptly.
- Established best practices for incident management, ensuring consistent service delivery standards.
- Oversaw daily operations, balancing workload distribution among team members effectively.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
- Successfully transitioned the team to a new service desk software platform, minimizing downtime and ensuring smooth operations.
- Spearheaded the integration of a remote support tool, enabling faster issue resolution for end users.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
Service Desk Controller
Mintek
Randburg
06.2009 - 03.2015
- Oversaw daily Service Desk operations to ensure timely issue resolution and support
- Deployed SAP Solution Manager (SOLMAN) Service Desk to streamline incident management processes
- SLA reporting and trend analysis
- Coordinated vendor management with HP, Datacentrix, and Pinnacle Micro to optimize service delivery
- Led Windows 7 & Office 2010 upgrade
- IT asset and license managements
- Vendor management (HP, Datacentrix, Pinnacle Micro)
- Developed and maintained financial reporting processes to ensure accuracy and compliance.
- Led annual budgeting process, aligning departmental goals with organizational strategy.
- Collaborated with cross-functional teams to drive initiatives supporting financial objectives.
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
Education
Associate of Science - ADVANCED DIP MANAGEMENT DEVELOPMENT NQF Level 7
03-2026
- Estimated Completion: March 2026 – Outstanding final module results
- Key Modules Completed:
- Leadership & Communication
- Human Resources Management (People’s Practice)
- Economics of Emerging Markets
- Marketing Management
- Operations Management
- Finance & Accounting Management
- Strategy & Innovation Lab
- 73.46 GPA
IT Systems Support NQF Level 5 - IT Systems Support
04.2001 -
- College Campus – Braamfontein (2005)
- Network+
- Applied A+
- Project & SLA Management
IT Systems Support NQF Level 4 - IT Systems Support
04.2001 -
- A+
- N+
- Electronics
- End-User Computing
- Entrepreneurship,
- Customer Service
- Basics of Bookkeeping
National Diploma - Information Technology Management
11-2028
- Estimated Completion: November 2026
- Key Modules Completed:
- Business Management
- Business Informatics I & IIA
- Introduction to Programming
- Interactive Programming
- Databases
- Web Design
- Financial Accounting
- Network Technical Skills (N+)
- Workstation Technical Skills (A+)
- Ethical Information & Communication
National Dip Public Relations Management - Public Relations Management
11-2028
- Estimated Completion: November 2025
- Majors:
- Public Relations III
- Communication Science III
- Media Studies II
Telkom Emerging Technical Leaders Programme - Executive Business
04.2001 -
- Digital Business Programme
- Digital Technology Fundamentals
- Business Model Canvas
- Customer Experience Management
- Digital Marketing
- Project Leadership
- Accounting for Non-Financial Managers
- Personal Mastery
- Teamwork & Collaboration
- ALP Team Project – Final Concept Presentation
- 66.00 GPA
Skills
Active Directory
Helix
Remedy on Demand
SAP Solution Manager
Windows OS environments
Incident, change & problem management
Escalation & major incident management
SLA & KPI reporting
Continuous service improvement
Root cause analysis
Project management & service transition
Budget & resource management
Accomplishments
- Completed the Crucial Mentoring Conversations Training Programme
Certification
Certificate of Attendance: Crucial Mentoring Conversations (2025)
Timeline
Helpdesk Manager - BCX
10.2022 - Current
Retail Operations Manager - BCX
03.2019 - 10.2022
Service Desk Team Lead – Edcon Client - Accenture (Transferred to BCX)
04.2015 - 02.2019
Service Desk Controller - Mintek
06.2009 - 03.2015
College Campus - IT Systems Support NQF Level 5, IT Systems Support
04.2001 -
ITTA - IT Systems Support NQF Level 4, IT Systems Support
04.2001 -
WITS Business School - Telkom Emerging Technical Leaders Programme, Executive Business
04.2001 -
Graduate School of Business - University of Cape Town - Associate of Science, ADVANCED DIP MANAGEMENT DEVELOPMENT NQF Level 7
University of South Africa (UNISA) - National Diploma, Information Technology Management
University of South Africa (UNISA) - National Dip Public Relations Management, Public Relations Management
PROFESSIONAL CERTIFICATIONS & DEVELOPMENT
- Telkom Emerging Technical Leaders Programme – WITS Business School (2019–2020)
- Digital Business Programme
- Digital Technology Fundamentals
- Business Model Canvas
- Customer Experience Management
- Digital Marketing
- Project Leadership
- Accounting for Non-Financial Managers
- Personal Mastery
- Teamwork & Collaboration
- ALP Team Project – Final Concept Presentation
- Traction Development Programme (Telkom) – NQF 4
- Supervisory Skills for Team Leaders
- Quality Customer Service
- Finance for Non-Financial Managers
Reference
- BCX, Centurion Head Office
Name : Daniel Lehutjo
Role: Service Desk Manager
Contact : 0813553105 / 0112661437
Email : Daniel.Lehutjo@bcx.co.za
- BCX, Centurion Head Office
Name : Cyril Thaba
Role: Incident Management
Contact : 0764380708 / 0128480515
Email : cyril.thaba@bcx.co.za
- BCX, Centurion Head Office
Name : Waseema Padayachy
Role: Cyber Security Office Manager
Contact : 0659992069 / 0126424282
Email : Waseema.Padayachy@bcx.co.za
Additional Information
Contact Me:
Mobile number 0659991799
0784064195
Contact Details
Mobile number 0659991799
078406419