IT Service Manager

Job Description

We are seeking an experienced IT Service Manager to oversee our technical support systems in Durban. You will play a pivotal role in managing service delivery, optimizing client relations, and ensuring that our IT infrastructure meets the highest standards. If you have a knack for problem-solving and a passion for customer service, we want to hear from you!

Responsibilities

• Oversee daily operations of the technical support team.
• Ensure resolution of service tickets in a timely manner to maintain client satisfaction.
• Implement best practices for customer service and technical support.
• Collaborate with cross-functional teams to enhance overall service delivery.
• Train and mentor team members, fostering a culture of learning.
• Analyze service performance data and generate reports for management review.
• Maintain documentation for service procedures and processes.
• Participate in the development of IT strategy and long-term planning.
• Stay up-to-date with industry trends and emerging technologies.
• Facilitate communication between clients and technical teams to translate requirements.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• Relevant certifications (e.g., ITIL) are a plus

Experience

• 5+ years of experience in IT service management or technical support

Technical Skills

• ITIL
• Technical Support
• Team Leadership
• Client Management

Soft Skills

• Excellent Communication
• Problem Solving
• Time Management
• Adaptability

Certifications

• ITIL Foundation Certification
• CompTIA A+

Languages

• English: Fluent

Advantageous

• Familiarity with cloud services (AWS, Azure): Experience with cloud computing platforms and services.
• Project Management experience: Experience in leading IT projects effectively.

Benefits

• Competitive salary package
• Health and wellness programs
• Opportunity for professional development and training
• Flexible working hours
• Annual performance bonuses

Company Culture

• Teamwork: We believe in building a strong team that collaborates effectively to achieve our goals.
• Innovation: We encourage new ideas and innovative solutions to improve our services.
• Continuous Improvement: We strive for continuous improvement in our processes and practices.