Service Desk Manager

1 week ago

Johannesburg, South Africa Impronics Technologies Full time

Main Responsibilities Team Leadership & Management: Lead, mentor, and develop a team of service desk professionals, ensuring they are well‑equipped to handle IT support requests efficiently and professionally. Incident & Request Management: Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs). Service Delivery Optimization: Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction. Escalation & Issue Resolution: Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complicated technical problems. Service Level Agreement (SLA) Management: Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed‑upon performance targets. Performance Monitoring & Reporting: Track service desk performance metrics (e.g., ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service desk efficiency and identify areas for improvement. User Training & Support: Provide training and resources to employees regarding IT systems and self‑service tools to reduce the volume of service desk requests and empower end users to resolve basic issues independently. Collaboration with IT Teams: Work closely with other IT teams (network, infrastructure, application support, etc.) to resolve technical issues, improve internal processes, and contribute to long‑term IT strategy. Problem Management & Root Cause Analysis: Implement and manage problem management processes to identify and address the root causes of recurring issues, minimizing future disruptions. Budget & Resource Management: Assist with budget planning for service desk operations, ensuring resources (staffing, software, hardware) are aligned with organizational needs and are used efficiently. Customer Service Excellence: Foster a customer‑focused culture within the service desk team to ensure all employees receive exceptional support in a professional and friendly manner. Academic Knowledge Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. Work Experience Minimum of 5-7 years of experience in IT support, with at least 2-3 years in a supervisory or management role. Experience in managing a service desk in a complex, regulated environment, preferably in a banking or financial services setting. Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, JIRA, Remedy) and ticketing systems. Skills / Specialized Know How Strong knowledge of IT infrastructure, desktop applications, operating systems (Windows, macOS, Linux), and common banking software and tools. Understanding of network protocols, security standards, and troubleshooting methodologies. Knowledge of remote desktop support tools and enterprise‑level ticketing systems. #J-18808-Ljbffr

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