(45) IT Service Desk Manager

2 weeks ago

Pretoria, South Africa South African Reserve Bank Full time

**Brief description**

The main purpose of this position is to manage the daily operations and activities of the South African Reserve Bank (SARB) Information Technology (IT) Service Desk.

**Detailed description**
- Manage the daily operations and activities of the SARB IT Service Desk to ensure that all IT service requests and incidents are addressed in a timely and efficient manner to maintain an exceptional customer service record.
- Develop and drive the implementation of standard operating procedures (SOPs) for the IT Service Desk.
- Develop and manage the implementation of process improvement plans.
- Take responsibility for the IT Service Desk data analytics, reporting and procedure documentation.
- Monitor, measure and enforce governance and compliance to IT service standards.
- Drive the employee self-service and overall automation agenda as part of the continuous improvement in the IT Service Desk environment.
- Build and manage key external and internal stakeholder relationships to ensure the delivery of quality service.
- Participate in broader departmental/divisional projects to contribute towards the SARB’s business objectives.
- Manage the performance of the third-party service provider in line with the business requirements and service standards.
- Monitor and control the quality of the services provided by contractors as well as provide coaching where necessary.
- Manage the training and development of the IT Service Desk team.
- Provide input to resource planning, cost estimation, budget development and cost control.

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