Service Desk Manager

16 hours ago

Johannesburg, South Africa Pink Elephant South Africa Full time

The IT Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure timely and effective resolution of IT support requests. The role ensures high levels of customer satisfaction, drives operational efficiency, and ensures service levels are met or exceeded. The manager is also responsible for implementing best practices, continuous improvement, and alignment with ITIL standards.

**KEY RESPONSIBILITIES**
- Lead and manage the IT Service Desk team, including support staff, scheduling, performance management, and development.
- Ensure prompt and effective resolution of incidents, service requests, and escalations in line with defined SLAs and KPIs.
- Monitor daily operations of the service desk and manage queue workloads to optimize support coverage.
- Develop and implement IT support policies, procedures, and service standards based on industry best practices (e.g., ITIL).
- Act as the escalation point for complex or critical incidents, coordinating resolution efforts across IT teams and vendors.
- Analyze service desk metrics to identify trends, root causes, and areas for improvement.
- Ensure knowledge base and documentation are accurate, updated, and effectively used by the support team.
- Manage and maintain service desk tools and ticketing systems (e.g., ServiceNow, Freshservice, Jira).
- Collaborate with other IT functions and business units to align IT support with strategic goals.
- Lead continuous improvement initiatives to enhance end-user support and operational efficiency.
- Provide regular reports to senior IT management on service performance and customer satisfaction.
- Manage relationships with third-party support providers and vendors, as needed.

**QUALIFICATIONS AND EXPERIENCE**

**Essential**:

- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 3+ years of experience in IT support/service desk environments
- Strong understanding of ITIL framework and service management best practices.
- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC, Jira Service Desk).
- Excellent problem-solving, communication, and interpersonal skills.
- Proven ability to manage and lead technical teams in a fast-paced environment.

**Desirable**:

- ITIL Foundation (v3 or v4) certification.
- Project management skills or certification (e.g., PMP, PRINCE2).
- Familiarity with Microsoft 365, Active Directory, networking, and common enterprise technologies.

**KEY COMPETENCIES**
- Leadership and team management
- Customer service orientation
- Analytical thinking and decision-making
- Communication and stakeholder management
- Conflict resolution
- Continuous improvement mindset

Time and priority management

**Job Types**: Full-time, Permanent

Application Question(s):

- What is your current salary?
- What is your expected salary?
- Are you permanently employed/contract basis or unemployed?
- What is your notice period?

Work Location: In person

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