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National Service Desk Manager

4 months ago

Johannesburg, South Africa Ulwembu Business Services Full time

The National Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

The National Service Desk Manager should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, the National Service Desk Manager should be able to ensure high quality technical support and increase client satisfaction.

**Responsibilities**
- Manage the help desk team and evaluate performance.
- Ensure customer service is timely and accurate on a daily basis.
- Recruit, train and support help desk representatives and technicians.
- Set specific customer service standards.
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Follow up with customers to identify areas of improvement.
- Develop daily, weekly, and monthly reports on help desk team's productivity,
- Provide customer feedback to the appropriate internal teams, like product developers.
- Effectively managing, developing, and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews.
- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
- Being aware of and managing the costs of running the service desks.
- Provide best quality in all deliverables to our clients, follow guidelines of the existing quality management system ISO 9001:2015 on a continuous basis and take the aspects of quality into consideration in the day to day deliverables of work conducted.

**Requirements**:

- General management experience.
- Ability to work well with people and express empathy.
- Prioritizing the work of others.
- Assessing the impact of a situation.
- Managing multiple priorities.
- Communicating with executives and business stakeholders.
- Data-driven decision-making.
- +8 Years' experience in the Service Desk environment.
- Basic Understanding of Industrial Relations,

**Education**
- Degree/Diploma in Information Technology
- ITIL Foundation V3 or V4