Service Desk Manager

6 months ago

Johannesburg, South Africa Pink Elephant South Africa Full time

We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction.

**KEY RESPONSIBILITIES**:

- Provide leadership, guidance, and mentorship to service desk staff, fostering a culture of accountability, teamwork, and continuous improvement.
- Develop and implement service desk policies, procedures, and best practices to ensure efficient and consistent service delivery.
- Monitor service desk performance metrics, analyze trends, and identify areas for improvement to enhance operational efficiency and customer satisfaction.
- Collaborate with cross-functional teams to resolve complex technical issues and escalations in a timely manner.
- Serve as the primary point of contact for major incidents, coordinating response efforts and communicating updates to stakeholders.
- Develop and maintain relationships with key stakeholders, including internal teams and external vendors, to ensure alignment of priorities and effective collaboration.
- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and professional development for service desk staff.
- Stay informed about emerging technologies, industry trends, and best practices in service desk management to drive continuous improvement initiatives.
- Prepare and present reports, dashboards, and recommendations to senior management to communicate service desk performance and initiatives.

**QUALIFICATIONS**:

- Bachelor’s degree in information technology, Computer Science, or a related field.
- 5 years of experience in service desk management or IT support roles, with 3-5 years in a leadership capacity.
- Proven track record of effectively managing service desk operations, including incident management, problem resolution, and customer service.
- Strong leadership skills with the ability to motivate and inspire a team to achieve departmental goals.
- Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels.
- Solid understanding of ITIL framework and service management best practices.
- Experience with service desk software and ticketing systems.
- Relevant certifications such as ITIL Foundation and upwards, SDI Service desk manager.

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

**Education**:

- Bachelors (preferred)

**Experience**:

- Service Desk Management: 5 years (preferred)
- Leadership Capacity: 4 years (preferred)

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