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)

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