Service Desk Manager

3 weeks ago


Johannesburg, Gauteng, South Africa IOCO Full time

We are seeking a skilled Service Desk Manager to lead our Application Support teams across multiple work streams.

This role is ideal for a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.

Key responsibilities include:

  • Implementing and managing change to improve efficiency and effectiveness
  • Developing, implementing, and reviewing core responsibilities and tasks
  • Improving performance by raising efficiency and improving available tools
  • Analysing performance statistics and making data-driven decisions
  • Liaising with supervisors, team-leaders, agents, and third parties to gather information and resolve issues
  • Validating and correcting system records
  • Recording statistics and performance levels and preparing reports
  • Coaching, motivating, and retaining staff
  • Planning and developing staff recruitment and liaising with HR

Requirements:

  • 3-5 years proven management experience in an IT Service Desk environment, with a specific focus on application support
  • Proficiency in MS Office applications
  • Ability to work well with people and apply conflict-management skills
  • Prioritizing the work of others

Preferred qualifications include:

  • Grade 12
  • ITIL VS 4
  • ITIL Certified
  • Diploma / Degree – Software Development

About the opportunity:

  • Permanent Position
  • Location: Johannesburg (Office-based)
  • Travel: To and from office

At IOCO, we believe in solving complex real-world problems with innovative software solutions. We are a consultancy that works with knowledgeable minds in the industry on interesting solutions across different business domains. Our culture of continuous learning will ensure that you have all the opportunities, tools, and support to hone and grow your craft. By joining IOCO, you will have an open invitation to developer-inspiring forums where you can connect and learn from your peers by sharing ideas, experiences, practices, and solutions.



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