IT Service Desk Manager

5 months ago


Johannesburg, South Africa TradeLink Retail Systems Pty Ltd Full time

**1. Technical Proficiency**:

- Jira Administration: Ability to configure and manage Jira workflows, custom fields, permissions, issue types, and other settings to optimize its usage for the service desk.
- ITIL Knowledge: Familiarity with ITIL processes, particularly Incident, Problem, Change, and Knowledge Management, to align service desk operations with best practices.

**2. Leadership and Management**:

- Team Leadership: Experience in leading and motivating a team of support agents, ensuring they provide excellent customer service and meet SLAs.
- Performance Management: Ability to set clear performance goals, provide constructive feedback, and conduct regular performance evaluations for team members.
- Resource Allocation: Effective management of resources, including workload distribution, shift scheduling, and optimizing team efficiency.
- Coaching and Mentoring: Capacity to coach team members, identify skill gaps, and provide training to enhance technical and soft skills.

**3. Communication Skills**:

- Customer Communication: Strong communication skills to interact with customers, understand their needs, and provide clear explanations or solutions.
- Stakeholder Engagement: Effective communication with cross-functional teams, managers, and executives to provide updates on service desk operations and performance.

**4. Problem-Solving**:

- Issue Triage: Proficiency in quickly identifying and categorizing issues, prioritizing them based on urgency and impact, and assigning them to the appropriate team members.
- Root Cause Analysis: Ability to perform root cause analysis on incidents and problems, utilizing Jira's reporting and analytics features to identify trends and recurring issues.

**5. Process Improvement**:

- Process Optimization: Continuously review and enhance service desk processes, leveraging Jira's automation capabilities to streamline workflows and reduce manual efforts.
- Data-Driven Decision-Making: Utilize Jira's reporting and dashboard features to gather insights, analyse performance metrics, and make data-driven decisions to improve service desk operations.

**6. Project Management**:

- Project Coordination: Manage projects related to service desk improvements, upgrades, and integrations, using Jira to track project tasks, milestones, and deadlines.
- Change Management: Implement changes to the service desk environment, ensuring smooth transitions and minimizing disruptions to end-users.

**7. Customer-Centric Approach**:

- Customer Satisfaction: Focus on ensuring high levels of customer satisfaction by consistently delivering effective solutions and maintaining open communication.
- Continuous Feedback: Gather customer feedback on service quality, using Jira to log and address feedback, and implement improvements based on insights.

**8. Vendor and Tool Management**:

- Vendor Relations: Liaise with vendors for Jira-related support, licensing, and updates, ensuring the software is up-to-date and aligned with business needs.
- Tool Integration: Collaborate with IT teams to integrate Jira with other tools and systems to improve overall workflow efficiency.

**Salary**: R30,000.00 - R40,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (preferred)


  • Service Desk Manager

    5 months ago


    Johannesburg, South Africa Pink Elephant Full time

    JOB TITLE - SERVICE DESK MANAGER The Service Desk Manager/Lead is responsible for leading and managing the Service Desk. DUTIES AND RESPONSIBILITIES: - Team Leadership: Supervise and lead a team of service desk agents, providing guidance, support, and coaching. Foster professional development through training programs, mentoring, and performance...

  • Service Desk Manager

    5 months ago


    Johannesburg, South Africa Pink Elephant South Africa Full time

    We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. **KEY RESPONSIBILITIES**: - Provide...

  • Service Desk Manager

    1 month ago


    Johannesburg, Gauteng, South Africa IOCO Full time

    Job Title: Service Desk ManagerWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams across multiple work streams. The ideal candidate will be a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key Responsibilities:Implement and manage change initiatives to...

  • Service Desk Manager

    3 weeks ago


    Johannesburg, Gauteng, South Africa IOCO Full time

    Service Desk ManagerWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams in delivering exceptional service to our clients.The ideal candidate will have a proven track record of managing high-performing teams, implementing process improvements, and driving business growth.Key Responsibilities:Develop and implement service...

  • Service Desk Manager

    2 months ago


    Johannesburg, Gauteng, South Africa IOCO Full time

    Service Desk Manager Job DescriptionWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams across multiple work streams.This role is ideal for a motivated and organized individual who can effectively manage and prioritize tasks, lead a team, and drive process improvements.Key Responsibilities:Develop and implement change...


  • Johannesburg, Gauteng, South Africa IT Naledi Solutions Full time

    We are seeking a skilled IT Service Desk Team Member to join our team at IT Naledi Solutions. This role involves managing and resolving customer IT issues, maintaining accurate records, and collaborating with technical teams to resolve complex problems.The ideal candidate will have excellent communication and problem-solving skills, with a strong...


  • Johannesburg, Gauteng, South Africa IOCO Full time

    We are seeking a highly skilled Service Desk Manager to lead our Application Support teams across multiple work streams. The ideal candidate will be a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key Responsibilities:Implementing and managing change to improve service deliveryDeveloping,...


  • Johannesburg, South Africa Tsebo Group Full time

    **About Us**: As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients **reduced costs, risk and complexities** together with **increased quality, efficiency and productivity**. We specialise in **Catering**, **Facilities Management**, **Cleaning and Hygiene**, **Pest Control**, **Protection**, **Energy**,...

  • Service Desk Manager

    2 months ago


    Johannesburg, Gauteng, South Africa IOCO Full time

    We are seeking a highly skilled and experienced Service Desk Manager to join our team at IOCO. As a key member of our Application Support team, you will be responsible for providing exceptional support to our clients and ensuring the smooth operation of our IT systems.The ideal candidate will have a proven track record of managing IT service desks, with a...


  • Johannesburg, Gauteng, South Africa IOCO Full time

    We are seeking a skilled IT Service Desk Manager to support our Application Support teams across multiple work streams. The ideal candidate will be a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key Responsibilities:Implementing and managing change to improve service deliveryDeveloping,...

  • Service Desk Agent

    5 months ago


    Johannesburg, South Africa ADvTECH Full time

    Responsible for Level 1 support of any issue raised by a customer. **Education (Formal Qualification required)** Minimum Grade 12 Knowledge of general accounting / bookkeeping procedures Proficient in relevant computer software **Experience (Minimum Experience required - type and number of years)** Office administration Year(s) 1-3 years **Output 1 GSS...

  • Service Desk Manager

    2 weeks ago


    Johannesburg, Gauteng, South Africa IOCO Full time

    We are seeking a skilled Service Desk Manager to lead our Application Support teams across multiple work streams.This role is ideal for a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key responsibilities include:Implementing and managing change to improve efficiency and...


  • Johannesburg, South Africa Upngo Accounting & Bookkeeping Full time

    **Main Job Purpose** As a Service Desk Co-ordinator, you'll be responsible for the smooth running of our support desk. The Co-ordinator will deal with customers on an escalation basis and is accountable for the management of the Service Desk and any associated vendors. The Service Desk Co-ordinator will provide information to other key Stakeholder areas...


  • Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full time

    Job Title: Service Desk AgentAt Liham Consulting Pty (Ltd), we are seeking a highly skilled and experienced Service Desk Agent to join our team.Key Responsibilities:Respond to service requests and incidents reported via various channels.Provide first-line technical support and troubleshooting for hardware, software, and network-related issues.Assist users...


  • Johannesburg, South Africa NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...


  • Johannesburg, South Africa NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Service Desk Agent

    5 months ago


    Johannesburg, South Africa Pink Elephant Full time

    JOB TITLE - SERVICE DESK AGENT DUTIES AND RESPONSIBILITIES: - Incident Handling: Ticket Resolution: Receive, log, and categorize incidents and service requests. Troubleshooting: Diagnose and resolve technical issues or escalate them to the appropriate support groups. - Customer Interaction. User Support: Provide frontline support to end-users, addressing...


  • Johannesburg, South Africa Pink Elephant Full time

    **Main Responsibilities**: - 1st and 2nd line IT and Technical support - Logging and tracking of incidents and requests - Logging and communicating all incidents to customers and IT - Remote support - Troubleshooting of Basic Network Related issues (Especially pertaining to LAN; WAN and Telkom Voice related issues) - Assist with Printer issues - Ability to...

  • Service Desk Manager

    4 months ago


    Johannesburg, South Africa IOCO Full time

    We are looking for a Service Desk Manager to support Application Support teams across a few work streams. The role is suitable for a high-energy achiever, leader, and planner. The Service Desk Manager will be a single point for escalation and own the standard operating procedure model for the Service Desk. What you’ll do: Implementing and managing...

  • Service Desk Manager

    4 months ago


    Johannesburg, South Africa IOCO Full time

    We are looking for a Service Desk Manager to support Application Support teams across a few work streams.The role is suitable for a high-energy achiever, leader, and planner. The Service Desk Manager will be a single point for escalation and own the standard operating procedure model for the Service Desk.What you’ll do:Implementing and managing...