Service Desk Manager

Job Description

We are seeking a driven and experienced Service Desk Manager to oversee our support team in Johannesburg. The ideal candidate will excel in ensuring swift resolution of client issues while fostering a culture of outstanding customer service.

Responsibilities

• Oversee and optimize service desk operations to ensure effective support to users.
• Assess and report on team performance, presenting insights to senior management.
• Develop and maintain strong relationships with internal and external stakeholders.
• Ensure compliance with service level agreements (SLAs) and operational guidelines.
• Implement new technologies and tools to enhance service desk capabilities.
• Monitor and manage service desk software and hardware resources.
• Coordinate with training and HR for staff recruitment and development initiatives.

Requirements

Education

• Bachelor's degree in Computer Science or a related field
• Advanced IT certifications are an advantage

Experience

• 5+ years of experience in a service desk or IT support role, with at least 2 years in a management capacity

Technical Skills

• Service Level Agreements (SLAs)
• Customer Relationship Management (CRM) Software

Soft Skills

• Conflict Resolution
• Time Management

Certifications

• ITIL Intermediate Certification
• Certified Information Systems Security Professional (CISSP)

Languages

• English: Fluent

Advantageous

• Experience with Vendor Management: Ability to manage and coordinate with third-party vendors effectively.
• Hands-on Experience with IT Security Practices: Familiarity with cybersecurity policies and practices.

Benefits

• Comprehensive medical aid and wellness programs
• Generous retirement contributions
• Flexible working arrangements including remote options
• Career advancement opportunities through training

Company Culture

• Diversity and Inclusion: We are committed to building a diverse team that reflects our community and values the unique contributions of all.
• Continuous Learning: We believe in continuous learning and provide ample opportunities for professional development.
• Employee Recognition: We celebrate the achievements and contributions of our employees, fostering a culture of appreciation.