Service Desk Manager

2 weeks ago

Cape Town, Western Cape, South Africa Truworths Full time

Join South Africa's leading fashion retailer with over 700 stores, renowned aspirational brands and world class systems and become part of the winning team.

If fashion retail excites you, along with a fast paced and innovative environment, then this position may well be for you.

We are looking for an energetic, customer focused and result oriented Stores Service Desk Manager to join the Truworths Store Support Service Desk and lead the team in their endeavors of providing effective and efficient hardware and software support to all Truworths stores.


Key Responsibilities:

  • Ensure the smooth and efficient operation of the Stores Service Desk environment
  • Manage the existing +
  • 15 team members consisting of first line consultants and coordinators who currently assist all stores with hardware and software related issues.
  • Place customer satisfaction at the forefront of all operations in the team
  • Manage business SLA internally and with external suppliers.
  • Review operational metrics by conducting analyses and preparing management reports.
  • Have a hands-on approach to people management and lead by example on call answering, incident management and customer communication.
  • Manage the Service Desk team throughout their relevant shift cycles and ensure effective shift rostering to meet SLA. Involvement in the driving 3rd line support initiatives to completion
  • Ensure adherence to the Service Desk procedures amongst the team members and ensure that the correct procedures are in place to facilitate effective service delivery
  • Act as Operational escalation point for any issues arising from day to day activity of the Service Desk team and all customers.
  • Responsible for Service Desk System and Data quality and integrity.
  • Ensuring all Service Desk activity follows adequate methodology and procedures.
  • Provide coaching, mentoring, support and motivation to Service Desk team and manage performance where necessary.
  • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.

Qualifications and Experience:

Qualifications - Matric and A+ or N+ certification - Familiar with ITIL Framework Experience / knowledge - Minimum - 7 years managing a similar team in a retail environment - Experience in managing a team of +- 15 staff members - Experience of Best Practices in an Service Desk or Call Centre Environment - Experience in trouble shooting & problem solving techniques - Knowledge of various Service Desk Systems would be desirable - Enthusiastic, can do attitude with a passion for customer service and a strong track record of delivery - High level of ownership and accountability - Result orientation - Exceptional time management skills and the ability to think on your feet and deal simultaneously with multiple issues and initiatives - Ability to deal with pressure and a demanding customer base - Ability to manage customer expectation and conflict.

- Excellent verbal communication and people skills. Team oriented - Must be able to also provide after-hours support where necessary - Good understanding of the retail environment and the systems that support the business - Knowledge of the Truworths Operations environment will be advantageous

Competencies:

  • Customer Services orientation
  • Proven leadership track record
  • Attention to detail and analytical
  • Problem solving mindset
  • Strong administration skills
  • Excellent written and verbal communication skills
  • Effective time management
  • Highly self-motivated and driven
  • Strong Team Orientation

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