SERVICE DESK MANAGER | JOHANNESBURGR470,000 CTC PER ANNUM Our client is a leading full-service commercial Bank, is looking for Service Desk Manager to join their team. The company operates across ten African countries, the UAE and UK, with representative offices in China, India and Lebanon. Theyre evolving to redefine the power of relationship. JOB MISSION: The Service Desk Manager is responsible for overseeing the IT service desk operations,ensuring efficient and effective resolution of IT support requests. This role involves managing a team of service desk analysts, improving service deliveryprocesses, and maintaining high levels of customer satisfaction across the client. REPORTS TO: Senior Manager: IT Operations YOUR DAY TO DAY Team Management:Lead and manage a team of service desk analysts, providing guidance, support, and training to ensure high performanceConduct regular performance reviews and provide constructive feedback to team membersFoster a collaborative and customer-focused team environmentService Desk Operations:Oversee the day-to-day operations of the IT service desk, ensuring timely and effective resolution of support requestsImplement and maintain service desk processes, procedures, and best practicesMonitor service desk performance metrics and ensure adherence to service level agreements (SLAs)Customer Service Excellence:Ensure the delivery of exceptional customer service, addressing user issues and concerns promptly and professionallyDevelop and implement strategies to improve user satisfaction and service qualityAct as an escalation point for complex or high-priority issuesIncident and Problem Management:Coordinate the response to IT incidents, ensuring timely resolution and communication with affected usersConduct root cause analysis for recurring issues and develop action plans to prevent future occurrencesMaintain an incident management database and ensure accurate documentation of all support activitiesProcess Improvement: Identify opportunities for process improvements and implement changes to enhance service desk efficiency and effectivenessStay informed about industry trends and best practices in IT service managementImplement and maintain IT service management (ITSM) tools and technologies Reporting and Analysis:Prepare and present regular reports on service desk performance, including key metrics and trendsAnalyze support data to identify areas for improvement and make data-driven decisionsProvide insights and recommendations to senior management based on analysisTraining and Development:Develop and implement training programs for service desk staff to enhance their technical skills and customer service capabilitiesEnsure that team members stay up to date with the latest IT technologies and best practicesPromote a culture of continuous learning and professional developmentCompliance and Security:Ensure compliance with all IT policies, procedures, and regulatory requirementsImplement and maintain security best practices within the service desk operationsConduct regular audits and assessments to ensure adherence to compliance standardsMINIMUM ROLE REQUIREMENTS:Bachelors degree in Information Technology, Computer Science, or a related fieldMinimum of 5 years of experience in IT service desk management or a related IT support roleProven experience in managing and leading a team of IT professionals SKILLS/ SPECIALIZED KNOW HOW:Strong understanding of IT service management (ITSM) frameworks and best practices (eg, ITIL)Excellent communication, leadership, and interpersonal skillsClient-centric approach with a focus on delivering exceptional serviceStrong problem-solving and analytical abilitiesAbility to build and maintain strong relationships with users and stakeholdersHigh level of integrity and ethical standardsProactive and results-oriented mindsetAbility to thrive in a dynamic and fast-paced environment
