Service Desk Manager

2 weeks ago


Midrand, Gauteng, South Africa BCXP Full time
Job Summary

We are seeking a highly skilled and experienced Service Desk Manager to lead our IT Service Desk team. The successful candidate will be responsible for delivering exceptional customer service, managing service desk operations, and ensuring that our IT services meet the highest standards.

Key Responsibilities
  • Manage and coordinate the service desk team to ensure timely and effective resolution of customer issues.
  • Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance.
  • Collaborate with internal stakeholders to identify and prioritize service desk projects and initiatives.
  • Provide coaching and training to service desk team members to enhance their skills and knowledge.
  • Monitor and analyze service desk metrics to identify trends and areas for improvement.
  • Develop and implement process improvements to enhance service desk efficiency and effectiveness.
Requirements

The ideal candidate will have a strong background in IT service management, excellent communication and leadership skills, and the ability to work in a fast-paced environment.

Preferred Qualifications

ITIL Foundation certification, experience with IT service management tools and technologies, and a degree in Computer Science or a related field.

What We Offer

BCXP offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.


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