IT Service Desk Manager

7 days ago

Johannesburg, South Africa Pink Elephant South Africa Full time

Job description

We are seeking a highly skilled and experienced Service Desk Manager to oversee our service desk operations. The Service Desk Manager will be responsible for leading multiple teams of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction.

**KEY RESPONSIBILITIES**:

- Provide leadership, guidance, and mentorship to service desk staff, fostering a culture of accountability, teamwork, and continuous improvement.
- Develop and implement service desk policies, procedures, and best practices to ensure efficient and consistent service delivery.
- Monitor service desk performance metrics, analyze trends, and identify areas for improvement to enhance operational efficiency and customer satisfaction.
- Collaborate with cross-functional teams to resolve complex technical issues and escalations in a timely manner.
- Serve as the primary point of contact for major incidents, coordinating response efforts and communicating updates to stakeholders.
- Develop and maintain relationships with key stakeholders, including internal teams and external vendors, to ensure alignment of priorities and effective collaboration.
- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and professional development for service desk staff.
- Stay informed about emerging technologies, industry trends, and best practices in service desk management to drive continuous improvement initiatives.
- Prepare and present reports, dashboards, and recommendations to senior management to communicate service desk performance and initiatives.

**QUALIFICATIONS**:

- BACHELOR'S DEGREE in information technology, Computer Science, or a related field.
- 5 YEARS of experience in service desk management role, with 3-5 years in a leadership capacity.
- Proven track record of effectively managing service desk operations, including incident management, problem resolution, and customer service.
- Strong leadership skills with the ability to motivate and inspire a team to achieve departmental goals.
- Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels.
- Solid understanding of ITIL framework and service management best practices.
- Experience with service desk software and ticketing systems.
- Relevant certifications such as ITIL Foundation and upwards, SDI Service desk manager.

**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?
- How many years of experience in the field?

Work Location: In person

  • IT Service Desk Manager

    2 weeks ago

    Johannesburg, South Africa BASHR Consulting Full time

    Are you fascinated by leading and managing a team? If so, check this out! SA’s leading tech company is looking for a seasoned IT Service Desk Manager to take total responsibility for the performance and constant development of the Service Desk, while ensuring delivery of contractual duties. **The role will consist of**: - Managing Service Desk Analyst...

  • Service Desk Manager

    1 week ago

    Johannesburg, South Africa Impronics Technologies Full time

    Main Responsibilities Team Leadership & Management: Lead, mentor, and develop a team of service desk professionals, ensuring they are well‑equipped to handle IT support requests efficiently and professionally. Incident & Request Management: Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and...

  • Service Desk Manager

    1 day ago

    Johannesburg, South Africa Turrito Full time

    **Description of role**: Manage the performance & delivery of the Turrito Service Desk to ensure that customer expectations are met or exceeded from all aspects; from ticket resolution to monthly reporting. Responsible for ensuring that the staff are exceeding expectations in their daily performance, meeting defined metrics, and leading from the front by...

  • Service Desk Agent

    1 week ago

    Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time

    4 x Mandarin Service Desk Age 4 x Italian Service Desk Agents 4 x German Service Desk Agents Good, professional telephone etiquette- Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed. - Ensure that all calls are logged within ITSM tool as per the...

  • Service Desk Coordinator

    2 weeks ago

    Johannesburg, South Africa Network Recruitment Full time

    A leading organization is seeking a Service Desk Coordinator to support IT infrastructure within the MIS department. This role involves providing technical support, managing IT resources, and contributing to IT projects in alignment with ITIL standards. Youll work closely with the IT Service & Operations Manager to ensure continuity of service and deliver...

  • IT Service Desk Analyst

    1 week ago

    Johannesburg, South Africa Pink Elephant Full time

    **MAIN RESPONSIBILITIES**: - Follow communication “scripts” when handling different topics - Logging and tracking of incidents and requests. - Provide excellent customer service - Properly diagnose issues and route unresolved issues to the next level of support - Provide 1st and 2nd line IT and Technical support by using available tools and provide...

  • Managed Services Client Service Desk Agent

    3 days ago

    Johannesburg, South Africa NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Service Desk Internship

    7 days ago

    Johannesburg, South Africa Pink Elephant Full time

    **Main Responsibilities**: - 1st and 2nd line IT and Technical support - Logging and tracking of incidents and requests - Logging and communicating all incidents to customers and IT - Remote support - Troubleshooting of Basic Network Related issues (Especially pertaining to LAN; WAN and Telkom Voice related issues) - Assist with Printer issues - Ability to...

  • Managed Services Client Service Desk Agent

    1 week ago

    Johannesburg, South Africa NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • IT Service Desk Analyst

    3 days ago

    Johannesburg, South Africa BigTalent Full time

    Our client, a digital bank based in JHB North, is looking for 2x Service Desk Analysts to join their team. If you're passionate about IT Support and troubleshooting, this role is for you! **Responsibilities**: - Provide first-line IT and technical support. - Troubleshoot and analyse hardware and software issues. - Log and track incidents and requests. -...