Service Desk Manager (Applications)

We are looking for a Service Desk Manager to support Application Support teams across a few work streams. The role is suitable for a high-energy achiever, leader, and planner. The Service Desk Manager will be a single point for escalation and own the standard operating procedure model for the Service Desk. What you'll do: Implementing and managing change Developing, implementing, and reviewing core responsibilities and tasks Improving performance by raising efficiency and improving available tools to enable this. Analysing performance statistics and making decisions based on these statistics Liaising with supervisors, team-leaders, agents and third parties to gather information and resolve issues. Validating; correcting system-records Recording statistics and performance levels and preparing reports Coaching, motivating, and retaining staff. Planning and developing staff recruitment and liaising with HR. Your expertise: 3-5 years proven management experience in an IT Service Desk environment, with a specific focus on application support. Proficiency in MS Office applications Ability to work well with people. Applying conflict-management skills. Prioritizing the work of others. Qualifications: Grade 12 ITIL VS 4 Qualifications preferred : ITIL Certified Diploma / Degree – Software Development Other information applicable to the opportunity: Permanent Position Location: Johannesburg (Office-based) Travel: To and from office Why work for us? Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.? You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.? Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.? By joining IOCO you will have an open invitation to developer-inspiring forums. A place where you will be able to connect and learn from and with your peers by sharing ideas, experiences, practices, and solutions.