Helpdesk Manager South Africa

3 weeks ago


Johannesburg, South Africa Gilbarco Full time

**JOB TITLE**: Helpdesk Manager SA

**DEPARTMENT**: Service Delivery Management - Centre of Excellence

**REPORTING TO**: Service Delivery Manager

**REGION**: Middle East and Africa

**PURPOSE OF POSITION**

To manage the performance of services & support to clients within SA and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded

**KEY RESPONSIBILITIES**
- Ensure SLAs within the region are met and the customer expectations are managed professionally.
- Monitor the Support processes to improve team efficiency and performance.
- Oversee 100% of the requests and incidents.
- Oversee and manage the on-ground trends and flag it if there is any event that may impact the support
- Manage the Job cards and assure processing on time
- Manage the Open Deliveries and assure that the old (>90) vs new (



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