Service Desk Manager

IT – Support
Cape Town – Western Cape ~ Johannesburg – Gauteng ~ Durban – KwaZulu Natal

Our client is a renowned global IT managed service provider, specializing in catering to the needs of the financial services industry. Their primary focus is delivering top-notch IT solutions by leveraging cutting-edge public cloud technologies. They are looking for a Service Desk Manager who will play a crucial role within their team. Your responsibilities include overseeing the workflow, workload, and quality of their technical service team. Your ultimate objective is to deliver a customer service experience that surpasses expectations and earns us a 7-star rating.
  • Ensuring 100% accuracy in the service desk platform, including tickets, tasks, to-dos, and other elements.
  • Ensuring inbound channels for customer queries are active, operational, and manned adequately at all required hours.
  • Ensuring all customer communication is fast, accurate, and informative.
  • Critical incident management
  • Customer service escalation management
  • Process management to ensure defined processes are adhered to.
  • Team scheduling and dispatch management
  • Weekly and monthly reporting
  • Continuous improvement of systems and processes.
  • Aid customer retention and satisfaction
  • Help to improve efficiency, processes, documentation, and automation.
  • ITIL 4, ideally to Professional certification level.
  • 5+ years’ experience in a service desk or helpdesk management role, minimum 20 people team, preferably 24×7 service environment.
  • Customer focused, with an analytical approach with good questioning & listening skills.
  • Excellent verbal and written communication skills suitable for an international audience.
  • A confident team player with a positive can-do attitude.
  • Fanatical attention to detail.
  • An ability to learn quickly, and a willingness to study and obtain new certifications and skills.
  • Dependable, hardworking, and self-motivated.