Service Desk Manager

SUMMARY:
SERVICE DESK MANAGER | JOHANNESBURG
R470,000 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. They’re 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 delivery
processes, 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 performance
• Conduct regular performance reviews and provide constructive feedback to team members
• Foster a collaborative and customer-focused team environment

• Oversee the day-to-day operations of the IT service desk, ensuring timely and effective resolution of support requests
• Implement and maintain service desk processes, procedures, and best practices
• Monitor service desk performance metrics and ensure adherence to service level agreements (SLAs)

• Ensure the delivery of exceptional customer service, addressing user issues and concerns promptly and professionally
• Develop and implement strategies to improve user satisfaction and service quality
• Act as an escalation point for complex or high-priority issues

• Coordinate the response to IT incidents, ensuring timely resolution and communication with affected users
• Conduct root cause analysis for recurring issues and develop action plans to prevent future occurrences
• Maintain an incident management database and ensure accurate documentation of all support activities

• Identify opportunities for process improvements and implement changes to enhance service desk efficiency and effectiveness
• Stay informed about industry trends and best practices in IT service management
• Implement and maintain IT service management (ITSM) tools and technologies 

• Prepare and present regular reports on service desk performance, including key metrics and trends
• Analyze support data to identify areas for improvement and make data-driven decisions
• Provide insights and recommendations to senior management based on analysis

• Develop and implement training programs for service desk staff to enhance their technical skills and customer service capabilities
• Ensure that team members stay up to date with the latest IT technologies and best practices
• Promote a culture of continuous learning and professional development

• Ensure compliance with all IT policies, procedures, and regulatory requirements
• Implement and maintain security best practices within the service desk operations
• Conduct regular audits and assessments to ensure adherence to compliance standards

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Minimum of 5 years of experience in IT service desk management or a related IT support role
• Proven experience in managing and leading a team of IT professionals 

• Strong understanding of IT service management (ITSM) frameworks and best practices (eg, ITIL)
• Excellent communication, leadership, and interpersonal skills
• Client-centric approach with a focus on delivering exceptional service
• Strong problem-solving and analytical abilities
• Ability to build and maintain strong relationships with users and stakeholders
• High level of integrity and ethical standards
• Proactive and results-oriented mindset
• Ability to thrive in a dynamic and fast-paced environment

POSITION INFO:
SERVICE DESK MANAGER | JOHANNESBURG
R470,000 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. They’re 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 delivery
processes, 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 performance
• Conduct regular performance reviews and provide constructive feedback to team members
• Foster a collaborative and customer-focused team environment

• Oversee the day-to-day operations of the IT service desk, ensuring timely and effective resolution of support requests
• Implement and maintain service desk processes, procedures, and best practices
• Monitor service desk performance metrics and ensure adherence to service level agreements (SLAs)

• Ensure the delivery of exceptional customer service, addressing user issues and concerns promptly and professionally
• Develop and implement strategies to improve user satisfaction and service quality
• Act as an escalation point for complex or high-priority issues

• Coordinate the response to IT incidents, ensuring timely resolution and communication with affected users
• Conduct root cause analysis for recurring issues and develop action plans to prevent future occurrences
• Maintain an incident management database and ensure accurate documentation of all support activities

• Identify opportunities for process improvements and implement changes to enhance service desk efficiency and effectiveness
• Stay informed about industry trends and best practices in IT service management
• Implement and maintain IT service management (ITSM) tools and technologies

• Prepare and present regular reports on service desk performance, including key metrics and trends
• Analyze support data to identify areas for improvement and make data-driven decisions
• Provide insights and recommendations to senior management based on analysis

• Develop and implement training programs for service desk staff to enhance their technical skills and customer service capabilities
• Ensure that team members stay up to date with the latest IT technologies and best practices
• Promote a culture of continuous learning and professional development

• Ensure compliance with all IT policies, procedures, and regulatory requirements
• Implement and maintain security best practices within the service desk operations
• Conduct regular audits and assessments to ensure adherence to compliance standards

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Minimum of 5 years of experience in IT service desk management or a related IT support role
• Proven experience in managing and leading a team of IT professionals

• Strong understanding of IT service management (ITSM) frameworks and best practices (eg, ITIL)
• Excellent communication, leadership, and interpersonal skills
• Client-centric approach with a focus on delivering exceptional service
• Strong problem-solving and analytical abilities
• Ability to build and maintain strong relationships with users and stakeholders
• High level of integrity and ethical standards
• Proactive and results-oriented mindset
• Ability to thrive in a dynamic and fast-paced environment

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