Service Desk Manager

2 weeks ago

Newlands, South Africa Pedros Full time

**DUTIES AND RESPONSIBILITIES**:
Team Leadership & Management:

- Manage the daily operations of the Service Desk team, including 1st and 2nd line support
- Build and maintain a cohesive team; coach, mentor, and develop staff
- Ensure the team is aligned with business goals and service objectives
- Lead by example, modeling the desired work ethic and professional behavior

Service Delivery & SLA Management:

- Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues
- Track, analyze, and report on performance against SLAs and other key service metrics
- Coordinate escalations and resolve high-priority incidents in a timely manner
- Implement and monitor service improvement plans

Process & Continuous Improvement:

- Identify and implement process improvements to enhance service desk efficiency and service quality
- Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards
- Drive the adoption of tools and technologies to improve service delivery

Reporting & Metrics:

- Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction
- Analyze trends and use data to identify areas for improvement

Stakeholder Management:

- Serve as the primary point of contact for all service desk-related issues within the organization
- Communicate effectively with key stakeholders, ensuring alignment with business objectives
- Manage relationships with external vendors and partners where applicable

Technical Support & Escalation Management:

- Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests
- Provide guidance and escalation support for the team on complex technical issues
- Collaborate with other IT teams to ensure seamless resolution of cross-functional issues

**REQUIREMENTS**:

- 5+ years of experience in IT technical support, including 2+ years in a managerial role
- Demonstrated experience managing 1st and 2nd line support teams
- Experience working under high-pressure environments and adhering to SLAs
- Strong background in ITIL or other relevant service management frameworks
- Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems. Hands-on experience in troubleshooting technical issues across a range of technologies and platforms
- Knowledge of helpdesk ticketing systems and performance metrics reporting
- Familiarity with cloud technologies, VPNs, remote access, and desktop support
- Soft Skills: Strong leadership, communication, and interpersonal skills. Ability to coach and develop a team while fostering a positive and productive working environment. Excellent problem-solving skills with the ability to handle complex and escalated issues. High level of accountability and ownership for the Service Desk's performance

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