IT Service Desk Manager

2 days ago

Johannesburg, South Africa Tech Guru LLC Full time

Who We Are

Tech Guru - IT for Accounting Firms specializes in creating high-performance, secure IT environments tailored exclusively for accounting firms. Guided by our core values—caring, accountability, responsiveness, and empathy—we deliver exceptional IT solutions that delight our clients.

The Role

Key Responsibilities
- Leadership & Strategy:

- Inspire and lead a 24/7 remote service desk team with clarity, direction, and purpose.
- Establish and maintain a strategic vision for service desk operations that aligns with organizational goals.
- Promote a culture of accountability, continuous learning, and team engagement.
- Act as an escalation point for high-priority issues, ensuring timely and effective resolution.
- Operational Excellence:

- Implement ITIL best practices and ensure SOC2 compliance.
- Develop and document policies, processes, and procedures to enhance operational efficiency and consistency.
- Manage ticket workflows to ensure SLAs and KPIs are consistently met or exceeded.
- Ensure accurate, thorough, and timely documentation of client issues and resolutions.
- Team Development:

- Hire, train, mentor, and retain top talent while fostering an inclusive and engaging work environment.
- Conduct regular performance reviews, provide constructive feedback, and create tailored professional development plans.
- Recognize and reward achievements, motivating the team to deliver exceptional results.
- Client Focus:

- Drive a “customer-first” culture, ensuring all interactions deliver outstanding service and delight clients.
- Collaborate with the Professional Services and Client Success teams to ensure seamless service delivery and client satisfaction.
- Monitor and analyze client feedback to identify areas for improvement and innovation.
- Technical and Financial Management:

- Oversee the team’s technical work to maintain high-quality service delivery.
- Manage budgets, including labor costs, while maximizing efficiency and ROI.
- Maintain and track service desk performance metrics and report regularly to leadership.
- Continuous Improvement:

- Stay abreast of industry trends, emerging technologies, and best practices to drive innovation.
- Identify and implement tools and processes to improve service delivery and team performance.
- Proactively identify potential risks, resolve challenges, and adapt to evolving client needs.
- Financial forecasting & labor planning:

- Leverage historic data and trends to properly staff the time
- Maintain a 90 day forecast to maintain service level quality and responsiveness while hitting target margins
- Issue resolution & feedback:

- Receive feedback from clients and incorporate into continuous process improvement
- Follow-up on client experiences to ensure complete satisfaction and create delight
- Manage workflows:

- Ensure efficient service delivery using metrics & dashboards
- Identify lingering and unresolved issues and keep them moving forward

Required Qualifications
- Proven experience leading a service desk in a fast-paced, high-growth, and remote environment.
- Expertise with ITIL processes, SOC2 compliance, and cybersecurity best practices.
- Strong technical background, ideally with experience in accounting firm software, hosting, and networking.
- Demonstrated ability to hire, coach, and develop a high-performing team.
- Excellent organizational, analytical, and problem-solving skills.
- Experience managing budgets, including labor costs, and making data-driven financial decisions.
- Mastery of communication skills, with the ability to clearly articulate technical concepts to diverse audiences.
- Track record of delivering incredible customer service and creating positive client experiences.
- Proficiency with modern service desk tools and software.

Preferred Qualifications
- Familiarity with the Entrepreneurial Operating System (EOS).
- Experience with remote team management.
- Certifications in ITIL, CISSP, or similar.

What Success Looks Like
- SLAs and KPIs are consistently met or exceeded.
- Team members are motivated, supported, and performing at their highest potential.
- Client satisfaction ratings are exceptional, and client feedback highlights service desk excellence.
- Innovative solutions and process improvements enhance service delivery and operational efficiency.
- Budgets are well-managed, and cost efficiencies are regularly identified.

Core Values:
At Tech Guru, all employees must align with our core values:

- Caring: We genuinely care about the well-being of our clients, our team, and our company. We strive to create a supportive, nurturing work environment.
- Accountable: We take ownership of our actions and responsibilities. We’re committed to delivering on our promises and meeting our obligations.
- Responsive: We prioritize swift and effective communication, ensuring that we’re always available to address concerns and challenges as they arise.
- Empathetic: We approach every situation with understanding and compa

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