About the position
Location: Johannesburg, South Africa (On-site) Reports To: Senior Management Salary Range: R34,000 – R42,000 per month (Depending on experience)
About the Employer
We are a leading South African Managed Service Provider (MSP) with a strong commitment to delivering efficient, high-quality, and fit-for-purpose IT services. Our organization focuses on building strong, long-term customer relationships by leveraging strategic technology partnerships to provide responsive solutions in managed IT and cyber security. This role is critical for ensuring our clients consistently receive timely, efficient, and high-quality technical support.
Role Purpose
The Service Desk Manager will lead the service desk team, overseeing daily technical support operations to ensure service excellence and continuous improvement in client satisfaction. The core mandate is to manage the team of technicians, uphold adherence to Service Level Agreements (SLAs), and implement strategic processes that enhance overall service delivery.
Key Responsibilities
1. Team Leadership & Management
- Lead, mentor, and motivate a team of service desk technicians.
- Conduct performance reviews, provide coaching, and foster a collaborative and professional team environment.
- Demonstrate strong ability to manage and motivate the team to achieve high performance objectives.
2. Operational Oversight & Service Delivery
- Manage the day-to-day operations of the service desk, including comprehensive ticket management and incident resolution processes.
- Ensure strict adherence to Service Level Agreements (SLAs) across all service desk functions.
- Implement and monitor processes designed to ensure high levels of client satisfaction.
- Act as the primary point of contact for complex service requests and handle all escalated technical issues.
3. Process Improvement & Strategy
- Develop, document, and implement service desk policies and procedures to improve efficiency, consistency, and service quality.
- Analyse trends and performance metrics to identify opportunities for continuous operational improvement.
- Ensure the creation and maintenance of a comprehensive knowledge base to empower the team and support client self-service solutions.
4. Reporting and Analysis
- Prepare and present regular reports to senior management on service desk performance, including key metrics, ticket volumes, and team productivity.
Minimum Requirements
- Experience: A minimum of 3–5 years of experience managing an IT Service Desk or a similar technical support team.
- Methodology: Proven experience with IT Service Management (ITSM) frameworks; experience with ITIL is highly desirable.
- Technical Knowledge: Strong technical understanding of IT systems, including networking, hardware, software, and common operating systems (Windows, macOS).
- Skills: Exceptional leadership, communication, and interpersonal skills.
- Analytical Ability: Strong problem-solving and analytical abilities, particularly related to identifying process gaps and performance trends.
- Certifications (Advantageous): Relevant IT certifications such as CompTIA A+ or ITIL Foundation are beneficial.
- Logistics: Location in Johannesburg; ability to start immediately is required.
Desired Skills:
- Coaching
- Communication
- Leadership
