Service Desk Manager

October 1, 2024

Newlands

OTHER

DUTIES & RESPONSIBILITIES:
TEAM LEADERSHIP & MANAGEMENT:

Manage the daily operations of the Service Desk team, including 1st and 2nd line support.
Build and maintain a cohesive team; coach, mentor, and develop staff.
Ensure the team is aligned with business goals and service objectives.
Lead by example, modelling the desired work ethic and professional behavior.

SERVICE DELIVERY & SLA MANAGEMENT:

Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues.
Track, analyze, and report on performance against SLAs and other key service metrics.
Coordinate escalations and resolve high-priority incidents in a timely manner.
Implement and monitor service improvement plans.

PROCESS & CONTINUOUS IMPROVEMENT:

Identify and implement process improvements to enhance service desk efficiency and service quality.
Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards.
Drive the adoption of tools and technologies to improve service delivery.

REPORTING & METRICS:

Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction.
Analyze trends and use data to identify areas for improvement.

STAKEHOLDER MANAGEMENT:

Serve as the primary point of contact for all service desk-related issues within the organization.
Communicate effectively with key stakeholders, ensuring alignment with business objectives.
Manage relationships with external vendors and partners where applicable.

TECHNICAL SUPPORT & ESCALATION MANAGEMENT:

Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests.
Provide guidance and escalation support for the team on complex technical issues.
Collaborate with other IT teams to ensure seamless resolution of cross-functional issues.

REQUIREMENTS:

5+ years of experience in IT technical support, including 2+ years in a managerial role.
Demonstrated experience managing 1st and 2nd line support teams.
Experience working under high-pressure environments and adhering to SLAs.
Strong background in ITIL or other relevant service management frameworks.

TECHNICAL SKILLS:

In-depth knowledge of networking, internet protocols, and IT systems.
Hands-on experience in troubleshooting technical issues across a range of technologies and platforms.
Knowledge of helpdesk ticketing systems and performance metrics reporting.
Familiarity with cloud technologies, VPNs, remote access, and desktop support.
Soft Skills:
Strong leadership, communication, and interpersonal skills.
Ability to coach and develop a team while fostering a positive and productive working environment.
Excellent problem-solving skills with the ability to handle complex and escalated issues.
High level of accountability and ownership for the Service Desk's performance.

DESIRABLE SKILLS:

COMPETENCIES:

Communication: Strong ability to communicate with technical and non-technical stakeholders.
Time Management: Ability to manage multiple tasks efficiently under pressure.
Team Building: Proven success in fostering a collaborative team environment.
Critical Thinking: Ability to think strategically and implement long-term improvements.