Service Desk Manager

2 months ago

Newlands, South Africa Pedros Full time

**DUTIES & RESPONSIBILITIES**:
**TEAM LEADERSHIP & MANAGEMENT**:

- Manage the daily operations of the Service Desk team, including 1st and 2nd line support.
- Build and maintain a cohesive team; coach, mentor, and develop staff.
- Ensure the team is aligned with business goals and service objectives.
- Lead by example, modelling the desired work ethic and professional behavior.

**SERVICE DELIVERY & SLA MANAGEMENT**:

- Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues.
- Track, analyze, and report on performance against SLAs and other key service metrics.
- Coordinate escalations and resolve high-priority incidents in a timely manner.
- Implement and monitor service improvement plans.

**PROCESS & CONTINUOUS IMPROVEMENT**:

- Identify and implement process improvements to enhance service desk efficiency and service quality.
- Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards.
- Drive the adoption of tools and technologies to improve service delivery.

**REPORTING & METRICS**:

- Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction.
- Analyze trends and use data to identify areas for improvement.

**STAKEHOLDER MANAGEMENT**:

- Serve as the primary point of contact for all service desk-related issues within the organization.
- Communicate effectively with key stakeholders, ensuring alignment with business objectives.
- Manage relationships with external vendors and partners where applicable.

**TECHNICAL SUPPORT & ESCALATION MANAGEMENT**:

- Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests.
- Provide guidance and escalation support for the team on complex technical issues.
- Collaborate with other IT teams to ensure seamless resolution of cross-functional issues.

**REQUIREMENTS**:

- 5+ years of experience in IT technical support, including 2+ years in a managerial role.
- Demonstrated experience managing 1st and 2nd line support teams.
- Experience working under high-pressure environments and adhering to SLAs.
- Strong background in ITIL or other relevant service management frameworks.

**TECHNICAL SKILLS**:

- In-depth knowledge of networking, internet protocols, and IT systems.
- Hands-on experience in troubleshooting technical issues across a range of technologies and platforms.
- Knowledge of helpdesk ticketing systems and performance metrics reporting.
- Familiarity with cloud technologies, VPNs, remote access, and desktop support.
- Soft Skills:

- Strong leadership, communication, and interpersonal skills.
- Ability to coach and develop a team while fostering a positive and productive working environment.
- Excellent problem-solving skills with the ability to handle complex and escalated issues.
- High level of accountability and ownership for the Service Desk's performance.

**DESIRABLE SKILLS**:

- ITIL Foundation certification or higher.
- Previous experience in a retail or fast-paced operational environment.
- Familiarity with remote support technologies and tools.

**COMPETENCIES**:

- Communication: Strong ability to communicate with technical and non-technical stakeholders.
- Time Management: Ability to manage multiple tasks efficiently under pressure.
- Team Building: Proven success in fostering a collaborative team environment.
- Critical Thinking: Ability to think strategically and implement long-term improvements.

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