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Service Desk Manager

3 weeks ago

Cape Town, South Africa Recruitment Matters Africa Full time

Our client is looking for a Service Desk Manager, To create a leadership position to manage the company’s Service Desk operations.

**Responsibilities**:

- Implementing and managing change
- Developing, implementing, and reviewing core responsibilities and tasks
- Improving performance by raising efficiency and improving available tools to enable this.
- Analysing performance statistics and making decisions on the basis of these statistics
- Liaising with supervisors, team-leaders, agents and third parties to gather information and resolve issues.
- Validating & correcting system-records - Recording statistics and performance levels and preparing reports
- Coaching, motivating and retaining staff and coordinating reward and incentive schemes.
- Planning and developing staff recruitment and liaising with HR

**Key Skills**:

- Effective People Management,
- Leadership Skills,
- Effective Communication (written and verbal),
- Analytical ability and Attention to detail,
- Effective Planning and Time Management Skills,
- Adaptable/Flexible,

**Qualifications**:

- Matric
- 3-5 years proven management experience in an IT Service Desk environment.
- Ability to work well with people and express empathy.
- Prioritizing the work of others.
- Basic Understanding of Industrial Relations
- ITIL Foundation V3/V4