Service Operations Manager - Johannesburg

Job Description

We are seeking a dedicated and experienced Service Operations Manager to oversee our service desk operations in Johannesburg. The ideal candidate will be responsible for ensuring high levels of customer satisfaction while managing a team of support staff. You will play a crucial role in developing processes that improve service delivery and operational efficiency.

Responsibilities

• Lead the service desk team in delivering exceptional customer support.
• Develop and enforce service desk policies and procedures.
• Analyze service desk performance data to identify trends.
• Act as a point of escalation for complex customer issues.
• Drive initiatives aimed at improving customer satisfaction.
• Work with vendors to enhance service desk tools and technologies.
• Conduct regular team meetings to discuss performance and goals.
• Facilitate the onboarding and training of new team members.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• Postgraduate qualification is preferred

Experience

• 5+ years in managing service desk operations

Technical Skills

• Service Desk Management Tools

Soft Skills

• Problem-solving

Certifications

• ITIL Certification

Languages

• English: Fluent

Advantageous

• Experience with customer relationship management tools: Familiarity with CRM software to enhance client interactions.
• Knowledge of change management processes: Understanding of change management workflows in IT environments.

Benefits

• Comprehensive employee health plans
• Performance bonuses annually
• Remote work options available
• Training and certification reimbursement

Company Culture

• Diversity and inclusion: We're committed to a diverse workplace that values all perspectives and backgrounds.