Service Desk Manager

2 weeks ago

Milnerton, Western Cape, South Africa OneNebula Full time

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, look no further.

We are currently looking for a
Service Desk Manager to join our Team.

Who are we?


1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.


With our distributed work model, we can hire people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

About the role:


The purpose of this position is to provide exceptional vision and leadership towards a global team who are responsible for providing a client-focused and excellent support to our growing company.

This role will oversee and lead all aspects our service desk teams which is expanding globally and require strong leadership, problem solving and excellent communication skills

More about the role - What you will do**:

  • Ownership and growing of service desk teams towards a 24x7 global team ensuring consistent, excellent and reliable support to clients to agreed service levels.
  • Guide team members in prioritisation and communication across service desk tickets to ensure excellent service levels.
  • Responsible for development and documentation of processes and procedures to support service levels, utilising best practices.
  • Respond to escalation on service desk and work to resolve with team members.
  • Monitor solutions outcome, quality and customer satisfaction while driving improvements.
  • Analysing of performance data, tracking against standards and service levels and reporting regularly.
  • Develop and maintain relationship with internal stakeholders and users/clients to ensure service delivery is in line with expectations, including compliance requirements.
  • Proactive involvement in production deployment to service desk transition to ensure smooth handover from development to support/operation of products and features.
  • Leading and developing team members to create a high performance, engaged and clientfocused team culture that supports our company strategy.
  • Drive delivery of continuous improvement, actively participating in review and implementation of new technology and tools to enhance and automate delivery of the service desk teams.

More about you - Must h
aves:

  • Degree or Diploma in IT or similar is preferred
  • 3+ Years' experience working on a global service desk
  • Exposure in a global service desk team
  • Demonstrate excellence in performing under pressure
  • Excellent communication and leadership skills
  • Problemsolving and conflictresolution ability
  • Outstanding organizational skill with an ability to manage competing client demands
  • Works accurately and with an eye for detail
  • Demonstrate knowledge and proficiency in working within a Service Desk Environment
  • Experience in supporting customers
  • ITIL experience
  • Jira experience would be beneficial

Our amazing perks

  • Flexible working hours. Never miss your favourite Netflix show again
  • Take a "mulligan day" to recharge each quarter after meeting all your deliverables we like to call it a "Netflix and chill day".
  • Have access to our Wellbeing program and services we believe in work/life balance being of utmost importance
  • Grow your skills and learn something new with amazing Microsoft courses and certifications.
  • Give back by participating in our Culture and Social Responsibility initiatives.
  • We offer free Gap cover and a relaxed dress code.
  • Join in on our Hackathons. (If you find yourself in office, we will provide the pizza)

Your Application

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