Location: Newlands East, KwaZulu-Natal
Position Type: Permanent
Posted: 04 July 2025
Closing Date: 31 July 2025
Job Details
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Division: Head Office
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Business Unit: IT
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Minimum Experience: Mid-Senior
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Company Primary Industry: Restaurants
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Job Functional Area: Information Technology
Job Description
We are looking for a Service Desk Manager to oversee the daily operations of the Service Desk team, ensuring optimal service delivery and support. The ideal candidate will possess strong leadership abilities, in-depth technical expertise, and a passion for continuous improvement in service desk operations.
Duties & Responsibilities:
Team Leadership & Management:
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Manage the daily operations of the Service Desk team, including 1st and 2nd line support.
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Build and maintain a cohesive team; coach, mentor, and develop staff.
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Ensure the team is aligned with business goals and service objectives.
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Lead by example, modeling the desired work ethic and professional behavior.
Service Delivery & SLA Management:
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Ensure SLAs and other performance metrics are consistently met, identifying and rectifying potential issues.
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Track, analyze, and report on performance against SLAs and other key service metrics.
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Coordinate escalations and resolve high-priority incidents in a timely manner.
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Implement and monitor service improvement plans.
Process & Continuous Improvement:
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Identify and implement process improvements to enhance service desk efficiency and service quality.
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Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards.
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Drive the adoption of tools and technologies to improve service delivery.
Reporting & Metrics:
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Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction.
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Analyze trends and use data to identify areas for improvement.
Stakeholder Management:
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Serve as the primary point of contact for all service desk-related issues within the organization.
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Communicate effectively with key stakeholders, ensuring alignment with business objectives.
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Manage relationships with external vendors and partners where applicable.
Technical Support & Escalation Management:
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Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests.
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Provide guidance and escalation support for the team on complex technical issues.
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Collaborate with other IT teams to ensure seamless resolution of cross-functional issues.
Requirements:
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5+ years of experience in IT technical support, including 2+ years in a managerial role.
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Demonstrated experience managing 1st and 2nd line support teams.
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Experience working under high-pressure environments and adhering to SLAs.
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Strong background in ITIL or other relevant service management frameworks.
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Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems. Hands-on experience in troubleshooting technical issues across a range of technologies and platforms.
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Knowledge of helpdesk ticketing systems and performance metrics reporting.
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Familiarity with cloud technologies, VPNs, remote access, and desktop support.
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Soft Skills: Strong leadership, communication, and interpersonal skills. Ability to coach and develop a team while fostering a positive and productive working environment. Excellent problem-solving skills with the ability to handle complex and escalated issues. High level of accountability and ownership for the Service Desk’s performance.