IT Service Desk Manager

2 weeks ago

Johannesburg, South Africa Pink Elephant Full time

JOB TITLE - SERVICE DESK MANAGER

**MAIN RESPONSIBILITIES**:

- Ensure the Delivery and Maintaining of a high-quality fault logging and resolution for most Incidents and known problems
- Ensure the Delivery on High-Quality first and second level support
- Focus on call answering and first-level resolution KPIs - Continuous development
- Ensure the Delivery of high-quality call answering, logging and customer service facility
- Deliver high-quality communications with Services Manager, Customer and IT during service interruptions and Service Outages of their systems
- Provide a regular communications presence to Services Manager, Customers and IT across the customers organisation to maintain a positive and accurate image of the Service Desk
- Ensure that all incoming Incidents and requests are logged, diagnosed and escalated to appropriate and consistent quality standards
- Provide suitable logging input to ensure accuracy of SLA and service performance reporting
- Co-ordinate Service Desk Staff to ensure accurate and appropriate communications during Incidents
- Liaise and work with the Services Manager to escalate Major Incidents and contribute to Problem Management reviews and process
- Aim to deliver quality response and resolution of incidents in line with IT Target SLAs
- Liaise with Services Manager to review SLA performance - Weekly client meetings
- Create monthly service review reports using the ITSM tool or BI tools where applicable.
- Attend monthly Service review meetings with customer
- Maintain a stimulating and learning working environment for Service Desk Staff
- Identify training needs for First and Second Level staff and liaise with Services Manager to develop suitable programs
- Implement suitable training (e.g., skills transfer) to develop individuals and meet Customer Service needs
- Work with Services manager to develop individual KPIs for all staff to meet Customer Service needs
- Work with Services manager to ensure that all relevant skills, knowledge, tools and processes are in place to meet Customer Service needs
- Implement a regular internal communications schedule - Service Desk meetings, updates on new systems and resolutions etc.
- Mentor and coach team leaders when required

Adhoc Responsibilities:

- Mentor and train new employees
- Promote a Service Culture within the team

Skills/Experience Required:

- 3 - 5 years’ experience on an IT Service Desk or IT Call Centre
- Min 2 years previous Service Desk Management experience
- Previous Leadership/Management experience
- Excellent telephone etiquette
- Excellent general communication skills
- Excellent knowledge of Service Desk activities
- Understanding of ITIL principals

Required Qualifications:

- Min. A+/N+
- ITIL® V3 or ITIL® 4 Foundation
- ITIL® V3 Intermediate: Service Operation/Operational Support and Analysis
- SDM - Service Desk Manager Certified
- Able to work independently with a great attention to detail
- Demonstrated ability to develop and, importantly, execute against strategy and critical deadlines
- Understanding of business and commercial awareness
- Able to provide leadership to the team
- Results oriented with personal accountability
- Service oriented, adaptable and resilient
- Ability to work in a team environment
- Strong analytical and problem-solving skills
- Proactive with the ability to use own initiative
- Excellent oral and written communication
- Ability to operate at different levels within the organization
- Ability to influence and negotiate
- Ability to process large amounts of information quickly and “think on your feet”
- Ability to work and manage people under pressure

**Job Types**: Full-time, Permanent

**Experience**:

- Service Desk Management: 2 years (preferred)
- IT Service Desk or IT Call Centre: 5 years (preferred)

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