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Service Desk Manager

2 weeks ago

Sandton, South Africa Qwerti (Pty) Ltd Full time

Qwerti is seeking an experienced Service Desk Manager to lead our Managed Services team in delivering world-class IT support to our clients. You’ll be responsible for ensuring that our service desk operates efficiently, meets performance targets, and consistently delivers outstanding customer experiences aligned with SLA and ITIL best practices.

This is a leadership role that blends technical oversight, people management, process improvement, and client engagement — ideal for someone passionate about operational excellence in a fast-paced managed services environment.

**Key Responsibilities**

**Service Delivery Excellence**
- Oversee day-to-day operations of the Service Desk team.
- Ensure consistent service quality and SLA compliance across all client engagements.
- Maintain efficient ticket routing, queue balancing, and escalation processes.
- Drive reduction in ticket backlog and continuous improvement in Mean Time to Resolve (MTTR) and First Contact Resolution (FCR).

**Customer Experience & Retention**
- Lead initiatives to improve client satisfaction and retention (CSAT ≥ 90%).
- Conduct client service reviews and feedback sessions.
- Partner with Account Management to identify service risks and opportunities for growth.
- Ensure communication and closure notes are clear, professional, and client-focused.

**Team Leadership & Performance**
- Manage, coach, and develop Tier 1-2 service desk staff.
- Ensure 100% annual completion of training and certifications.
- Monitor technician utilization, productivity, and quality assurance (QA ≥ 90%).
- Drive accountability through regular performance reviews and mentoring.

**Operational Integration (NOC & SOC)**
- Collaborate with NOC and SOC teams to ensure rapid detection and resolution of incidents.
- Define and enforce escalation paths and communication playbooks.
- Participate in major incident reviews and post-incident analyses.

**Process Improvement & Automation**
- Champion automation, self-service, and knowledge base initiatives.
- Review incident trends to identify recurring issues and improvement opportunities.
- Align processes with ITIL best practices (Incident, Request, Problem, Change, Knowledge).

**Financial & Resource Management**
- Manage budget forecasts, headcount planning, and tool optimization.
- Track cost per ticket, utilization, and overtime to ensure cost-effective service delivery.
- Identify resourcing gaps and recommend staffing or process changes.

**Governance, Reporting & Compliance**
- Deliver accurate weekly and monthly operational reports.
- Ensure data integrity across PSA/RMM systems (≥ 98%).
- Maintain audit readiness and compliance with ISO 27001 and SOC 2 standards.

**Security, Risk & Compliance Alignment**
- Embed security awareness within service desk operations.
- Ensure timely escalation of security incidents to SOC.
- Support vulnerability management and patch coordination initiatives.

**Requirements**:
**Education & Certifications**
- Degree or diploma in Information Technology, Computer Science, or related field.
- ITIL certification (required).
- Microsoft Certifications (O365, Azure, etc.) advantageous.
- BMS or Kaseya Administrator certification desirable.

**Experience**
- 15-20 years of general IT experience, including field services or service desk roles.
- 5-10 years in a team lead or supervisory position.
- 3-5 years as a Service Desk Manager in a Managed Services environment.

**Skills & Competencies**
- Strong technical understanding of IT infrastructure, networks, and cloud technologies.
- Proven leadership and mentoring skills.
- Excellent communication, problem-solving, and conflict-resolution abilities.
- Familiarity with PSA, RMM, and ITSM systems.
- Strong analytical and reporting capabilities.
- Customer-centric mindset with a drive for continuous improvement.

Work Location: In person