Service Desk Manager at Durban University of Technology

Minimum Requirements:

• Bachelor's degree in computer engineering, electronic engineering and electrical engineering.
• At least 2-5 years' experience in system engineering integration.
• At least 2 years' experience in a supervisory or management capacity.
• Experience in engineering maintenance and operations.
• Experience with computerized maintenance management systems (CMMS).
• Valid Driver's License (Code B/EB).

Key responsibilities:

Service Desk Operations Management

• Oversee the daily operations of the Facilities & Maintenance Service Desk.
• Ensure all maintenance requests, complaints, and queries are logged, categorised, prioritised, and assigned accurately.
• Monitor service desk performance against agreed SLAs and response time targets.
• Develop and implement SOPs for service desk operations.
• Manage the CMMS platform ensuring data integrity, system configuration, and user access.
• Coordinate with maintenance managers to ensure timely work order resolution.

Customer Service & Stakeholder Management

• Ensure a professional, responsive, and customer focused service desk experience.
• Manage complaint escalation processes and ensure timely resolution of stakeholder concerns.
• Develop and maintain relationships with internal stakeholders across all campuses.
• Conduct customer satisfaction surveys and implement improvement actions.
• Ensure consistent and proactive communication regarding maintenance schedules and disruptions.

Reporting & Data Management

• Compile and present daily, weekly, and monthly reports on service desk performance.
• Develop dashboards and analytics to track work order volumes, resolution times, and trends.
• Analyse service data to identify recurring issues and recommend preventive actions.
• Ensure accurate records management and document control for all service desk activities.
• Provide management with actionable intelligence for decision-making.

People Management

• Lead, supervise, and develop the Service Desk team.
• Set performance targets, conduct reviews, and manage staff development.
• Ensure adequate staffing levels and work scheduling to maintain service continuity.
• Address performance issues and manage disciplinary matters in line with HR policies.
• Foster a positive, team oriented, and customer focused work culture.

Process Improvement & Quality Assurance

• Identify opportunities to improve service desk processes, systems, and workflows.
• Implement quality assurance measures including call monitoring and work order audits.
• Benchmark service desk performance against industry standards.
• Drive automation and digital transformation initiatives for service delivery.
• Manage the implementation of system upgrades and new technology solutions.

Applications should include:

• A fully completed prescribed application form which can be obtained from ac.za 
• A detailed curriculum vita (explicitly stating experience or knowledge in the above-mentioned fields)
• Covering Letter
• Copies of all relevant academic records and certificates
• ID Copy
• Matric Certificate
• Current contact information of referees

Closing Date 23 September 2026