About the Role
We are looking for an experienced, hands-on Service Desk Team Manager who can take ownership of the day-to-day management and performance of the Service Desk team. This ideal candidate needs to be a strong operational leader who can establish structure, accountability and high service standards, while also having sufficient technical understanding to guide and develop the team. The key objective of the role is to build a stable, accountable and high-performing Service Desk team that becomes increasingly self-sufficient, allowing the Manager to focus more on quality, proactive monitoring, technical oversight and continuous improvement.
Key Responsibilities
Service Desk Management & Leadership
- Take full ownership of the Service Desk team's daily operations.
- Provide strong leadership, direction and support.
- Manage attendance, leave, performance and other staff-related matters.
- Establish clear expectations, accountability and performance standards.
- Monitor individual and team performance and address issues where necessary.
- Coach and develop team members to improve technical capability and service delivery.
- Create a structured and accountable working environment.
- Support the development of a stable and increasingly self-sufficient technical team.
Service Delivery & Ticket Management
- Monitor ticket queues, workloads, response times and resolution performance.
- Ensure agreed service levels and client expectations are consistently met.
- Ensure tickets are appropriately prioritised and progressed.
- Identify recurring issues and implement improvements.
- Ensure technical issues are properly escalated and followed through to resolution.
- Take ownership of operational problems rather than simply passing them on.
- Maintain consistent service-delivery standards across the team.
Technical Oversight & Continuous Improvement
As the team becomes more established, the role will expand into broader Service Delivery and Quality Management, including:
- Quality checking maintenance work.
- Monitoring client backup systems.
- Monitoring endpoint detection and response environments.
- Monitoring remote management and technical-support environments.
- Reviewing alerts, exceptions and potential risks.
- Identifying issues before they develop into client-impacting incidents.
- Ensuring technical and operational standards are maintained.
- Identifying opportunities to improve processes, service quality and operational efficiency.
- Supporting proactive maintenance and risk management across client environments.
Ideal Candidate Profile
We are looking for someone who:
- Has proven experience managing or leading a technical or Service Desk team.
- Is confident managing people and handling difficult conversations.
- Has the maturity and authority to establish accountability.
- Is organised and able to manage competing priorities.
- Has a solid technical background.
- Understands proactive monitoring, maintenance and service delivery.
- Has experience with backup environments.
- Has experience with endpoint detection and response technologies.
- Has experience with remote monitoring and management environments.
- Takes ownership and follows problems through to resolution.
- Has excellent communication skills.
- Is able to balance people leadership with operational and technical responsibilities.
- Is comfortable monitoring service performance and addressing underperformance.
- Has a proactive approach to identifying and resolving risks before they affect clients.
- Is based in Johannesburg, preferably within close proximity to Sunninghill.
Key Skills & Competencies
- Strong people-management and leadership capability.
- Service Desk and technical-support management experience.
- Strong operational and organisational skills.
- Performance management and accountability.
- Technical troubleshooting and escalation management.
- Ticket and workload management.
- Service-level management.
- Proactive monitoring and maintenance.
- Backup and endpoint-security knowledge.
- Strong problem-solving ability.
- Excellent written and verbal communication.
- Client-service orientation.
- Continuous-improvement mindset.
- Ability to work effectively in a fast-paced technical environment.
Key Objective
As the Service Desk matures, the Manager will progressively focus more on:
- Service quality.
- Proactive monitoring.
- Technical oversight.
- Risk identification.
- Maintenance quality.
- Operational improvements.
- Continuous improvement of the overall service-delivery environment.
***Salary - R35,000 CTC (Negotiable, based on skills, experience and in relation to current package)
