About the position
JOB PURPOSE
Manage daily operations of the service desk and team to ensure efficient and effective technical support for users in accordance with service level agreements
(SLAs) ITIL practices and organisational policies.
KEY PERFORMANCE AREAS
Service Desk Operations Management
- Oversee day-to-day Service Desk operations, ensuring timely incident, problem resolution, request fulfilment, and adherence to SLAs.
- Monitor and analyse key performance metrics.
- Manage adherence to ITIL-aligned processes.
- Act as the primary escalation point for critical issues and major incidents up to resolution.
Service Desk Improvement and Processes Optimisation
- Identify trends, recurring issues, and opportunities for service enhancement through data-driven analysis.
- Lead continuous improvement initiatives to streamline workflows, reduce ticket volumes, and improve user experience.
- Drive adoption of self-service tools, automation, and knowledge management to increase efficiency.
- Collaborate with ICT teams to implement preventive measures and reduce incident recurrence.
Stakeholder Management
- Build relationships with business stakeholders, ensuring ICT service delivery align with business needs.
- Communicate service status, outages, and improvements to management and end- users.
Reporting Management
- Ensure compliance with ITIL standards and security policies, and regulatory requirements.
- Prepare and present service performance reports, dashboards, and service improvement initiatives to management and business.
Service Desk Team Management
- Lead, mentor, coaches and develop the Service Desk team, fostering a culture of accountability, collaboration, and excellence.
- Define roles, responsibilities, and performance expectations for team members, ensuring deadlines are met, and quality standards are maintained.
- Conduct regular performance reviews, training, and career development planning.
- Manage resource scheduling and workload distribution to ensure optimal service coverage.
- Ensure implementation of learning and development interventions for the team
Governance, Risk Management, Compliance
- Ensures compliance with organisational policies and procedures and legislative requirements.
- Contribute to the development ICT policies, system, practices within best practice, industry standards and applicable legislation.
- Co-ordinate the submission of information requested by internal and external audit for the service desk.
- Identify potential risks associated with service desk activities and implementing strategies to mitigate those risks.
- Contribute to the management of the risk register for the ICT business unit and update progress on the implementation of the action plans.
EDUCATION, SKILLS AND EXPERIENCE
- Bachelor's degree in IT, Computer Science.
- ITIL v3/v4 Certification (Foundation and Intermediate required).
- 5+ years of experience in ICT service desk/technical support, with 3 years in a supervisory role.
- 5 years proven track record in service desk management and service improvements.
- 3 years of experience in ITSM tools
