Mid-Level Application Services Desk Manager at Sabenza IT & Recruitment
DCV Sabenza IT and Recruitment
- R Undisclosed
- Contract Junior position
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Cape Town
- Posted 01 Nov 2025 by DCV Sabenza IT and Recruitment
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Job 2624815 - Ref 878000012057242
About the position
Purpose of the Role
The Application Services Desk Manager is responsible for leading and managing the Service Desk team to ensure the efficient delivery of IT support services. The role focuses on maintaining high service quality, meeting performance standards, managing incidents and escalations, and ensuring alignment with business and IT service delivery objectives.
Key Responsibilities
- Oversee team productivity and ensure performance aligns with agreed service standards and KPIs.
- Monitor and manage service delivery against defined SLAs to the relevant business unit.
- Conduct effective workforce planning to ensure adequate resources are available to meet business requirements.
- Lead and support 1st line Service Desk staff to ensure timely issue resolution and optimal service delivery.
- Oversee 2nd line Service Desk operations to ensure trend analysis and proactive responses to recurring IT and business issues.
- Manage escalated incidents efficiently, liaising with internal stakeholders, business units, and external vendors to achieve timely resolution.
- Compile and analyse performance reports to assess individual and team effectiveness and drive continuous improvement.
- Identify and analyse service trends, providing insights and recommendations to reduce demand on the Service Desk.
- Continuously review and implement improvements to enhance the efficiency, effectiveness, and customer satisfaction of the Service Desk.
Requirements - NQF Level 6 or a Degree in Information Communication Technology (ICT), including but not limited to Information Systems.
- At least 3 years’ experience in an Application Services Desk Manager role.
- Proven experience with BMC Remedy or similar IT service management (ITSM) software tools.
- Sound knowledge of ITIL principles and IT service management processes.
- Strong communication and stakeholder engagement skills.
- Proficiency in service performance monitoring and reporting.
- Ability to manage escalations and drive continuous improvement initiatives.
Desired Skills:
- Leadership & Team Management
- Service Delivery & SLA Management
- Analytical & Problem-Solving Skills
- Stakeholder & Vendor Management
- Working knowledge of ITSM tools
- IT infrastructure and support processes
- Strategic Thinking
Desired Qualification Level:
About The Employer:
DCV Sabenza IT and Recruitment
About the agency
Dedicated to the recruitment of IT professionals
Sabenza iT is a South African registered business focusing on Finance, Engineering, SAP and general iT recruitment. We have over 18 years' experience in recruiting in South Africa, Australia, Europe, South America and Asia and have worked with a number of large companies offering the best service. We at Sabenza iT understands the changing market and we mold our services around each of our client's needs to offer a personal service. Sabenza iT has forged strong relationships with both Clients and Consultants by ensuring both parties get the most out of every placement. Our Head Office is based in South Africa and we have a satellite office in the UK so that we can keep in contact with expats who may consider returning to South Africa and so that we can offer our services globally for Consultants looking to go to South Africa and Consultants who are looking for opportunities abroad.
We at Sabenza recognize the difference it makes to maintain good client relationships and we are keeping our client base niche and manageable in order to give the best service possible. We have gained a good reputation in the market place and have built a very large network and database of consultants that we draw from for each role. We are able to send applications within 24 hours of receiving a role profile or spec. We use one of the best Database software tools available to keep our database up to date and very fast to search.
Sabenza iT does not only use job-sites, we headhunt and we use our network to find our clients the right Candidates. We have a strong Facebook presence and we have over 12,000 LinkedIn connections.
For further information, please visit our website www.sabenzait.co.za or call me at any time on Tel: 0330040131.
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