IT Service Desk Manager
2 weeks ago
**Job Information**:
Job Opening ID
ZR_866_JOB
Hours of work
Full-time
Industry
Restaurant/Food Services
Location Type
In Office
Salary
R25 000
Remuneration Term
Per Month
State/Province
Western Cape
City
Stellenbosch
Country
South Africa
Restaurant chain head office requires an experienced IT Service Desk Manager to oversee the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is part general IT management and part service operations and requires strong people management skills. This is a 3-month contract with the possibility of going permanent.
In addition to managing staff of support agents, the service desk manager also monitors uptime and service operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives. Managing the service desk requires the manager to have a strong set of general people-management skills.
Common general-management activities include:
Active monitoring of IT dashboards & tickets assigned/logged.
SLA management, tracking.
Act as first point of escalation for all IT related issues.
Ensure system is utilized to its full extent for support and project purposes.
Service desk support training and skill development.
Staff scheduling - standby and roster management.
Supplier management.
Preparing necessary IT presentation materials for meetings.
Providing administrative support as needed. Ensuring IT adhere to frameworks/controls set by Finance/IT.
Ensure internal customer OLA’s are met and customer communication properly managed through marketing / PR.
Represent the IT department in meetings where appropriate and distribute minutes to relevant participants.
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