Manager: IT Service Desk

1 week ago

Sandton, South Africa International Development Corporation (IDC) Full time

**A permanent position exists at our Head office in Sandton for Manager: IT Service Desk within the Information Technology Department reporting to the Head: Information Technology**

**ROLE PURPOSE**
- Leading a team of service desk technicians to ensure an effective, efficient and constantly developing and improving the service delivery to the internal stakeholder.
- Measures the success of the service desk delivery through identified metrics and regular benchmarking and proactively identifies key components requiring improvement.
- Stay abreast of new initiatives within the organization to actively assist in improving IT Service Desk and business wide services.

**KEY PERFORMANCE AREAS**

**This role includes the following, but is not limited to**:

- To build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- Provide input into the strategic vision for the service desk and the determine and communicate and implement the operations requirements and long-term direction of the team.
- To identify, balance and plan the short-term actions of the team to achieve annual goals and long-term direction.
- Conduct research and networking to ensure one is knowledgeable and has a thorough understanding of all relevant industry standards and conduct comparison to identify areas of required improvement.
- Set-up, maintain and manage the IT service catalogue;
- Develop, monitor and evaluation all Service Level Agreement,
- Effectively managing, developing, and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Convenes a help desk team to investigate and establish root cause analysis and evaluate alternative solutions.
- Creates and maintains Problem Management Methodology, templates and policy and process documentation and standards.
- Conducting and sharing results from service delivery reviews.
- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
- Being aware of and managing the costs of running the service desks.
- Maintain a detailed knowledge and understanding of best practices for service management.
- Manage stakeholder relationships through strong communication skills, including the ability to be influential and persuasive.
- Identifies and manages potential risks and develops resolution and preventative action and ensures implementation there-of.
- Determines and monitors key metrics to measure the success of the service desk delivery
- To market and promote the service desk and to advocate for necessary resources, support, and appreciation to achieve the desired level of service.
- Ensure a thorough understand of the organization’s business and the systems and service that would be required to support the divisions.
- Think critically about systems and evaluate where to make adjustments consistently as required.
- To manage time effectively while setting the tone of the team through modelling and leadership.
- Manage the distribution of IT assets with the aim of enabling IDC employees to improve service delivery and customer experience.
- Responsible for the submission of insurance claims for all IT equipment as well as legal requirements
- Ensure that procurement of hardware and services is within budget and negotiate for a reasonable pricing in favour of the IDC
- Manage stakeholder relationships with various suppliers to obtain efficient levels of service and best pricing.
- Liaise with the Procurement Department to ensure speedy issuing and awarding of tender, quotations, and or proposals; and suggest improvements where possible.

Job Requirements

**QUALIFICATIONS REQUIRED**
- BA or BSc degree in Technology/ Computer Science/ IT Engineering
- Honors degree or additional certification in IT Systems would be an advantage

**KNOWLEDGE AND EXPERIENCE REQUIREMENTS**
- Minimum of 8-10 years’ related experience - preferably within an IT or Service Desk environment
- At least 3-5 years’ experience as a People Manager in a service desk environment
- Demonstrated proficiency or experience with operating systems and Microsoft Office suite
- Strong leadership experience - proven track record of inspiring leadership and managing teams with particular focus on delivering technical solutions un support of solving business problems.
- Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances
- Proven ability to build and maintain strong working relationships with both internal and external stakeholders
- Ability to understand complex information and summarize in a clear, concise fashion
- Strong understanding of Enterprise technology processes and procedures including incident (primarily), problem solving and Change Management
- Ability to listen constructively, understand client issues and to quick

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