Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of providing services.
Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations.
As we navigate the digital era, we strive to revolutionise customer experiences, equipping our clients with a significant competitive advantage.Please note, this role is only available for candidates based in Cape Town, South Africa, as it requires you to work on-site at our fantastic new office five days a week.Are you a seasoned IT professional with a passion for leadership and service excellence?
We are seeking an experienced Service Desk Team Manager to lead our on-site team in Woodstock, Cape Town.
This pivotal role is at the heart of our IT operations, where you will be responsible for managing a team of 1st and 2nd Line service desk technicians.
Your leadership will ensure that our service desk operates efficiently, resolving technical issues promptly and maintaining high levels of customer satisfaction.
You will be instrumental in shaping our service delivery, driving process improvements, and fostering a culture of continuous development within your team.In this dynamic role, you will oversee the day-to-day operations of the service desk, ensuring that Service Level Agreements (SLAs) are consistently met or exceeded.
You will collaborate with other departments to identify areas for improvement and implement strategies to enhance our service delivery.
This is an excellent opportunity to leverage your technical expertise and leadership skills in a fast-paced, technology-driven environment.
Flexibility in working hours is crucial, as you will need to accommodate the needs of our offshore clients across various time zones.
If you are looking for a role where you can make a significant impact and lead a team to success, we would love to hear from you.Benefits Of WorkingHGS is a global leader in customer experience management.
With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences.
Powered by a people-first philosophy and experience serving over 1100 of the world's leading brands, HGS is the perfect place to build your future!Plus, Working With HGS Comes With Benefits LikeSalary ZAR 576,000 per annum15% annual bonusShift allowance of ZAR 2,000 per monthMobile Phone ProvidedAnnual leave entitlement: 17 days upon commencement, and 20 days after 2 years.Relaxation areas on site with free coffee, tea, and fresh fruit, plus bike stations that charge your mobile phone.Group Life cover, funeral benefit, medical aid, and retirement allowanceLooking For JDWe are looking for a highly motivated and experienced Service Desk Team Manager who possesses strong leadership skills and a deep understanding of IT service management.
You should have a proven track record in managing a service desk team, with the ability to inspire and guide your team to achieve their goals.
Your experience in coaching and mentoring team members will be vital in helping them develop their skills and deliver exceptional service.
The ideal candidate will have extensive hands-on technical expertise, particularly in managing escalations for complex issues and ensuring swift resolutions.
A solid understanding of the ITIL framework and best practices is essential, as is experience in the management and configuration of ITSM tools such as HaloITSM.
You should be comfortable working with Microsoft Operating Systems, Office 365, and network technologies, and have a good grasp of cloud technologies such as Azure AD and AWS.
Strong communication skills are crucial for this role, as you will be interacting with clients and internal stakeholders, ensuring that their needs are met and that our service delivery is consistently of the highest standard.
Flexibility to work outside standard hours is important, given the global nature of our client base.
If you are a proactive leader with a commitment to excellence and a passion for technology, you will thrive in this role.Requirements JDProven experience in a service desk management role, with strong leadership and team management skills.Certified in ITIL v3/v4 with a solid understanding of IT service management principles and best practices.Extensive hands-on technical expertise, particularly in managing escalations and resolving complex technical issues.Proficiency in the management and configuration of ITSM tools, such as HaloITSM.Strong knowledge of Microsoft Operating Systems, Office 365, and network technologies (TCP/IP, DHCP, DNS).Experience with cloud technologies, including Azure AD and AWS.Excellent communication skills, with the ability to interact effectively with clients and internal stakeholders.Strong organizational skills, with a focus on continuous improvement and process optimization.Flexibility to work outside standard hours to meet the needs of offshore clients.As an equal opportunity employer, HGS believes in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.
#J-18808-Ljbffr