Service Desk Manager

**SUMMARY OF POSITION**

The Service Desk Manager is responsible for ensuring that all staff are meeting and exceeding expectations with regards to performance and meeting defined requirements. This includes ensuring that standards and processes are followed to provide effective technical and customer service.

**ROLES AND RESPONSIBILITIES**
- **Manage Service Desk Staff**
- Manage Project Schedules
- Determine Project Priority
- Monitor Project Performance
- Assign duties to staff
- Assist Service Desk Staff with Technical issues
- **Project and Client Management**
- Relay information to the Client and all staff involved in the various projects
- Provide feedback to the Line Manager with regard to Project Status’
- Meet regularly with the Client
- Provide Technical support to the Client
- Work closely with the Client to develop new project solutions
- **Quality Control and Inspection**
- Ensure that all work done adheres to agreed standards set by Client
- Assist installation teams with regard to identified quality problems
- Inspect photos of all installations to ensure adherence to standards set by Client
- **Budgeting and Finance**
- Assist with the Annual Pricing Budgets for the Client
- Ensure monthly, quarterly and annual targets are met
- Meet regularly with the client to ensure that invoices are paid on time
- **Health, Safety, Quality and Environmental Responsibilities**
- Report any deviations that could lead to an accident
- Participate in Safety Training to improve safety standards
- Report incidents and accidents before the end of a shift
- Adhere to the Company's Health and Safety policy and procedure
- Look after your own safety and that of other employees
- Ensure that the SHEQ Management System requirements are met towards customer, internal, ISO, regulatory / legal requirements.
- Manage and perform all internal processes, especially those that affect the quality of the Organization's products.
- Work with Customers, Colleagues and Contractors towards continual improvement of the Management system and report the need for improvement to Management.
- Keep up standards and regulations with respect to Products and Services
- **Any other reasonable duties and responsibilities in line with your capabilities and at the request of your Superior**

**JOB REQUIREMENTS**
- Must have a minimum of Grade 12 or equivalent
- Must have a minimum of 5 years’ experience in similar position
- A degree or diploma would be an advantage
- Must have Electrical Training AC/DC
- Must have working knowledge of telecommunications
- Must have strong technical and product knowledge
- Must have a good understanding of an operations profitability and what effects it
- Must have good Project Management skills
- Must have good Cost Accounting skills
- Must have a valid driver’s licence and own vehicle
- Must be willing to travel and work overtime
- Must be proficient in MS Office
- Must have excellent verbal and written communication skills
- Must comply with the Company policies and procedures.

**BEHAVIOURAL REQUIREMENTS**
- Must be able to motivate and bring out the best in the employees
- Must be unbiased and objective in the management and advancement of staff
- Must be able to work independently as well as in a team
- Must be able to adapt new strategies to react to changing business trends
- Must consistently maintain a high level of integrity, honesty and reliability
- Must have exceptional attention to detail, be results and detail driven, and goal orientated
- Must have excellent organisational, planning, multitasking and administrative skills
- Must be able to prioritise jobs, perform under pressure and meet deadlines
- Must be logical, methodical and proficient
- Must be able to follow instructions
- Must be able to manage time efficiently and effectively
- Must be willing to take on new responsibilities and challenges
- Must have exceptional Customer service skills
- Must be dressed professionally at all times
- Must conduct him/herself in the appropriate manner and show respect towards the
Company, Clients, Suppliers, Contractors and fellow employees
- Must have excellent interpersonal and communication skills

Application Question(s):

- Must have Electrical Training AC/DC
- Must have working knowledge of telecommunications
- Must have strong technical and product knowledge
- Must have good Project Management skills
- Must have good Cost Accounting skills

**Experience**:

- in similar position/ Networking Infrastructure: 5 years (required)

License/Certification:

- Drivers License (required)

Willingness to travel:

- 50% (required)