Functional Head: IT Service Desk

4 weeks ago

Stellenbosch, South Africa Hungry Lion Fast Foods (Pty) Ltd Full time

**ROLE OVERVIEW**:
Hungry Lion is seeking a dynamic and experienced **Functional Head**:IT Servedesk** to lead and transform its IT Service Desk into a high-performing, insourced first-line support function. This role will be responsible for overseeing the transition from an outsourced helpdesk model to an internally managed team, ensuring faster response times, improved service quality, and enhanced IT support capabilities across the business.

**Key Responsibilities**:
**Service Desk Transformation & Strategy**:

- Lead the transition from an outsourced IT helpdesk to an insourced model, ensuring a smooth operational shift.
- Develop and implement a **strategic roadmap** for the newly structured IT Helpdesk function.
- Define and establish **Standard Operating Procedures (SOPs)** and workflows for handling support requests from stores and internal teams.
- Enhance the **ticketing system** to support **first-line resolution** for existing and new IT services, software, and hardware.
- Align helpdesk operations with industry best practices, ensuring an efficient and customer-focused service model.

**Leadership & Team Management**:

- Recruit, develop, and lead a team of **first-line support technicians**, ensuring they are equipped with the skills and knowledge to provide high-quality IT support.
- Foster a **culture of accountability, continuous learning, and proactive problem-solving** within the team.
- Provide leadership, training, and mentorship to upskill resources in IT service management.

**Technical Support & Incident Management**:

- Oversee **incident resolution**, ensuring that technical issues and service requests are efficiently managed and resolved within established SLAs.
- Implement **performance metrics** to track helpdesk efficiency, service levels, and customer satisfaction.
- Develop **proactive solutions** to reduce recurring technical issues and improve service stability.
- Act as a point of escalation for critical IT incidents, ensuring timely resolution and communication with stakeholders.

**Continuous Improvement & Best Practices**:

- Stay up to date with industry trends, **emerging technologies, and IT service management best practices**.
- Drive **continuous improvement initiatives** to enhance helpdesk efficiency and effectiveness.
- Implement **automation and self-service solutions** to streamline support processes.
- Develop a **first-line support knowledge base** to improve response times and empower users with self-help solutions.

**Requirements**:

- ** Bachelor’s degree** in Computer Science, Information Technology, or a related field.
- ** ITIL 3 Certification** (or higher) is required.
- ** Proven experience in IT helpdesk or service desk management**, with a strong background in leading and developing IT support teams.
- ** Demonstrated success in IT service transformation projects**, including transitioning from outsourced to insourced models.
- Strong knowledge of **IT service management (ITSM) frameworks, ticketing systems, and IT support best practices**.
- Excellent leadership, change management, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced, customer-focused environment.

**Closing date: 12 March 2025**

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