Service Desk Manager

Job Description

As a Service Desk Manager, you will lead a team of support analysts dedicated to resolving IT issues for our clients. Your role will involve managing service requests, ensuring timely resolution, and maintaining high customer satisfaction.

Responsibilities

• Oversee the service desk function, ensuring high-quality customer support.
• Act as a point of escalation for critical incidents.
• Utilize ITSM tools to track service requests and incidents.
• Analyze service desk metrics to identify trends and operational inefficiencies.
• Manage vendor relationships for third-party support services.
• Ensure compliance with data protection and information security policies.
• Conduct training sessions to promote continuous learning within the team.

Requirements

Education

• Bachelor's degree in Computer Science or a related discipline
• Relevant management certification is a plus

Experience

• 5+ years in an IT support role with 2 years in a managerial capacity

Technical Skills

• Remote Support Tools
• Networking Basics

Soft Skills

• Analytical Thinking
• Customer Service Orientation

Certifications

• CompTIA A+ Certification
• Certified Information Systems Security Professional (CISSP)

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Experience in a multi-site support environment: Ability to manage support operations across different geographic locations.
• Familiarity with project management tools: Experience using tools like Jira or Trello for tracking support tasks.

Benefits

• Comprehensive health insurance coverage
• Annual bonuses based on performance
• Professional development opportunities
• Work-from-home options available

Company Culture

• Innovation: We encourage creative thinking and innovative solutions, pushing the boundaries of technology.
• Work-Life Balance: We believe in promoting a healthy work-life balance and understanding personal commitments.
• Recognition: We celebrate achievements and recognize contributions to foster a motivating environment.