ITIL Service Desk Manager

2 days ago


Midrand, Gauteng, South Africa IOCO Full time
Job Title: ITIL Service Desk Manager

We are seeking an experienced ITIL Service Desk Manager to join our team at IOCO.

Job Summary:

The ITIL Service Desk Manager will be responsible for the management of the lifecycle of all changes, ensuring seamless and efficient service delivery. The ideal candidate will possess excellent communication and leadership skills, with a proven track record in change management.

Key Responsibilities:
  • Management of the change management process to ensure compliance with ITIL best practices
  • Development and implementation of change plans to minimize conflicts and maximize efficiency
  • Collaboration with stakeholders to expedite change approval confirmation and communication
  • Leadership of emergency change approval confirmation and communication efforts
  • Post-implementation reviews to assess change effectiveness
  • Closure of changes and maintenance of accurate records
  • Daily, weekly, and monthly reporting on change activities
  • Process improvement initiatives to enhance change management capabilities
Qualifications:
  • Grade 12, Matric or N3
  • A+ certification
  • Excellent soft skills, including communication, adaptability, and leadership
  • ITIL 4 Foundation certification
Preferred Qualifications:
  • Client support experience
  • Change management expertise
  • ITIL 4 Create, Deliver Support and ITIL 4 Direct, Plan Improve certifications
Requirements:
  • Client support and change management skills
  • Service desk experience
  • Effective communication and problem-solving abilities
  • Adaptability and leadership skills
Work Environment:

Hybrid work arrangement: 2 days work-from-home, 3 days in-office

Physical Demands:
  • Sitting, walking, standing, driving
Travel Requirements:

Must have a vehicle and valid driver's license or reliable transportation to commute to work and back



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