Service Desk Manager - Sandton

About the position

Are you an experienced and customer-focused IT professional with a passion for leading teams and ensuring service excellence? Do you have a track record of managing a high-performing service desk in a fast-paced IT environment? If so, we have an exciting opportunity for you to join a dynamic and innovative IT company in Sandton.

We are looking for a dedicated and skilled Service Desk Manager to lead our client's service desk team. This role is crucial to ensuring our clients receive timely, efficient, and high-quality technical support. You will be responsible for overseeing daily operations, managing a team of technicians, and implementing strategies to continuously improve service delivery and client satisfaction.

Responsibilities

• Team Leadership & Management: Lead, mentor, and motivate a team of service desk technicians. Conduct performance reviews, provide coaching, and foster a collaborative, positive team environment.
• Operational Oversight: Manage the day-to-day operations of the service desk, including ticket management, incident resolution, and adherence to Service Level Agreements (SLAs).
• Customer Satisfaction: Implement and monitor processes to ensure high levels of client satisfaction. Handle escalated issues and act as a point of contact for complex service requests.
• Process Improvement: Develop, document, and implement service desk policies and procedures to improve efficiency and consistency. Analyse trends and metrics to identify opportunities for continuous improvement.
• Reporting: Prepare and present regular reports on service desk performance, including key metrics, ticket volumes, and team productivity, to senior management.
• Knowledge Management: Ensure the creation and maintenance of a comprehensive knowledge base to empower both the team and clients with self-service solutions.

Qualifications

• A minimum of 3-5 years of experience managing an IT Service Desk or a similar technical support team.
• Proven experience with IT Service Management (ITSM) frameworks, such as ITIL, is highly desirable.
• Strong technical knowledge of IT systems, including networking, hardware, software, and common operating systems (Windows, macOS).
• Exceptional leadership, communication, and interpersonal skills.
• Demonstrated ability to manage and motivate a team to achieve high performance.
• Strong problem-solving and analytical abilities.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

Compensation & Benefits

• Salary: R20,000 to R25,000 per month, depending on experience.
• Location: Johannesburg.
• Availability: Must be able to start immediately.

If you are a driven and experienced Service Desk Manager looking for a dynamic leadership role with a leading company, we encourage you to apply.

Desired Skills:

• Service Desk Management

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Grade 12 / Matric

About The Employer:

About the Company

Our client is a leading South African IT company with a strong reputation for delivering efficient, high-quality, and fit-for-purpose IT services. They are deeply committed to building strong, long-term customer relationships, leveraging strategic partnerships with top technology manufacturers and service providers to remain at the forefront of responsive and innovative business solutions.

Having established itself as a trusted name in both cybersecurity and managed IT services, the company recently partnered with a prominent South African Internet Service Provider (ISP). This strategic move has significantly expanded its footprint and enhanced its comprehensive portfolio, enabling the delivery of truly end-to-end Information and Communication Technology (ICT) solutions to clients across the country.