Service Desk Manager - Bellville at Momentum Metropolitan Holdings Limited

Role Purpose    

• The Service Desk Manager will be responsible for ensuring the efficient and effective delivery of IT support services to our internal users.
• He/She will lead a team of 2 service desk staff, who will provide guidance and support, and ensure that service level agreements are met.
• The goal will be to deliver outstanding customer service, resolve technical issues promptly, and contribute to the overall success of our organisation using ITIL processes.

Requirements    

• National diploma or degree in Computer Science or related field.
• ITIL 4, ideally to Professional certification level.
• 5+ years of experience in IT Service Desk Management.
• Demonstrated experience managing a team of technical professionals.
• Knowledge of IT best practices (e.g., ITIL, COBIT) and their application in IT service desk management.
• Expertise in managing IT service desk tools and software (e.g., ITSM, CRM, ticketing systems).
• Ability to develop and maintain SLAs and quality standards for IT service desk operations.
• A good understanding of the vast range of IT operations.
• Display excellent levels of client engagement.
• Service orientated in nature.
• Broad understanding of project management principles.

Duties & Responsibilities    

• Ensure all incidents which are logged, are accurately categorised.
• Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process.
• Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
• Ensure reported faults are investigated and diagnosed.
• Responsible for managing a team of service desk agents.
• Contribute to the process of managing tickets or calls logged at the service desk.
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
• Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk teams.
• Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required.
• Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process.
• Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.

Competencies    

• Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them.
• Good collaboration skills and able to interact professionally.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical thinking skills.