Service Desk Manager at MindMatch Consulting (Pty) Ltd

Summary and purpose of the Job: 

• The role of Service Desk Manager is a critical role within the new team in South Africa. Responsible for managing a number of new Service Desk teams, offering remote IT support to our UK based customers, working to the company's contractual customer SLAs and internal SLA set.
• The Service Desk Manager is responsible for managing the teams, overseeing customer support tickets, including achievement of response times and the accomplishment of call resolutions, ensuring the highest standard of service is delivered at all times. Additionally, responsible for recruitment, mentoring, management and, if required, disciplining of staff. 
• We are looking for an exceptional candidate with existing experience managing an IT Service Desk, ideally from a Managed Service Provider (MSP) background, the successful candidate will be able to demonstrate how they have managed and developed support teams in the IT industry.
• The company offers IT remote support to UK based customers. Primarily there are two types of tickets that are managed by our Service Desks. Administration (Service) requests and break / fix incidents.
• You will be working alongside, and reporting into the UK operation, consisting of an IT service desk team of circa 140 staff. The team in South Africa will consist of about 30 technical staff within the next 6 to 12 months. 
• We are seeking an ambitious and customer centric individual to create and manage the teams in South Africa. The successful candidate must be self-motivated, a good decision maker and be able to work independently within the parameters set by the wider team management.
• If you want to further your career in IT Management, be part of the exciting creation of a new team, and join a forward-thinking and technology embracing business, this might be the role for you. 

Responsibilities (but not limited to):

The extent of your duties will include but are not limited to:

• To ensure the on-going operational management of a Service Desk Team is carried out in line with contractual terms and conditions and procedures defined.
• To manage all training and developmental needs of the team in conjunction with the Service Support and Technical leads through individual performance management and to provide feedback through appraisals and review processes.
• To develop and implement improvements and processes, motivate the team and ensure KPIs are met, ensuring all improvements are in line with the wider IT Services Team.
• To proactively monitor tickets processed through the Service Desk Teams, identifying customer specific or on-going issues including increased activity and fault patterns.
• To communicate with the company's customers and attend remote meetings as necessary.
• To investigate and report on escalated technical issues.
• To ensure new policies and procedures are implemented and maintained.
• To present management information, as required. 
• To ensure all customer, departmental and interdepartmental contact is professional, non-confrontational and a positive customer service is portrayed at all times.
• To ensure that the team enjoy working for the company, forming a welcoming and professional yet fun environment.
• Any other duties as may be deemed necessary within the parameters of the role. 

Experience in the following areas are required: 

• IT Service Desk Management (ideally in an MSP environment).
• People management experience.
• Recruitment / team development experience.
• Creation and presentation of SLA management reports.
• Ability to communicate with the company's customers in English.
• Strong written and verbal communication skills.
• A good level of understanding of technology stacks we support, such as;
• Microsoft 365 technical stack
• Microsoft Azure
• Firewalls and routers
• Microsoft Operating systems
• End user computing.
• Automation techniques.

The following certifications would be beneficial:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• ITIL foundation.
• Technical product certification (such as Microsoft products).

Additional skills required

• A customer focus and a strong 'can do’ attitude.
• A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
• Excellent influencing and interpersonal skills with the ability to communicate at all levels.
• Ability to prioritise and handle multiple assignments at any given time.
• Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround.
• Must be flexible and able to commit the time required to get the job done in line with business needs.
• Highly organised with excellent time management skills and attention to detail.
• Eagerness to learn and develop and willing to go the extra mile.
• Reliable and approachable.