Service Desk Manager

IT – Support
Cape Town – Western Cape

THE strong leadership of an ambitious Service Desk Manager with excellent communication skills is sought by a dynamic provider of innovative Software & Systems Solutions. Your core role will entail supporting the respective teams, being a single point for escalation and owning the Standard Operating Procedure model. You will also develop, implement, and review core responsibilities and tasks while analysing performance statistics & coaching, motivating and retaining staff. The ideal candidate will have Matric/Grade 12 with 3-5 years’ proven managerial experience within an IT Service Desk environment with a solid understanding of Industrial Relations and experience with ITIL Foundation v3/v4 and MS Office applications.
  • Implement and manage change.
  • Develop, implement, and review core responsibilities and tasks.
  • Improve performance by raising efficiency and improving available tools to enable this.
  • Analyse performance statistics and make decisions on the basis of these statistics.
  • Liaise with Supervisors, Team-Leaders, Agents and third parties to gather information and resolve issues.
  • Validate and correct system-records.
  • Record statistics and performance levels and prepare reports.
  • Coach, motivate and retain staff and coordinate reward and incentive schemes.
  • Plan and develop staff recruitment and liaise with HR.
  • Matric / Grade 12.
  • 3-5 Years proven management experience in an IT Service Desk environment.
  • Basic understanding of Industrial Relations.
  • ITIL Foundation v3/v4.
  • Proficiency in MS Office applications.
  • Ability to work well with people and express empathy.
  • Applying conflict-management skills.
  • Prioritizing the work of others.
  • Effective People Management.
  • Leadership Skills.
  • Effective Communication (written and verbal).
  • Analytical ability.
  • Attention to detail.
  • Effective Planning.
  • Time Management Skills. 
  • Adaptable/Flexible.