Service Desk Manager - Newlands East at Pedros Flame Grilled Chicken

DUTIES & RESPONSIBILITIES:

TEAM LEADERSHIP & MANAGEMENT:

• Manage the daily operations of the Service Desk team, including 1st and 2nd line support.
• Build and maintain a cohesive team; coach, mentor, and develop staff.
• Ensure the team is aligned with business goals and service objectives.
• Lead by example, modelling the desired work ethic and professional behavior.

SERVICE DELIVERY & SLA MANAGEMENT:

• Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues.
• Track, analyze, and report on performance against SLAs and other key service metrics.
• Coordinate escalations and resolve high-priority incidents in a timely manner.
• Implement and monitor service improvement plans.

PROCESS & CONTINUOUS IMPROVEMENT:

• Identify and implement process improvements to enhance service desk efficiency and service quality.
• Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards.
• Drive the adoption of tools and technologies to improve service delivery.

REPORTING & METRICS:

• Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction.
• Analyze trends and use data to identify areas for improvement.

STAKEHOLDER MANAGEMENT:

• Serve as the primary point of contact for all service desk-related issues within the organization.
• Communicate effectively with key stakeholders, ensuring alignment with business objectives.
• Manage relationships with external vendors and partners where applicable.

TECHNICAL SUPPORT & ESCALATION MANAGEMENT:

• Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests.
• Provide guidance and escalation support for the team on complex technical issues.
• Collaborate with other IT teams to ensure seamless resolution of cross-functional issues.

REQUIREMENTS:

• 5+ years of experience in IT technical support, including 2+ years in a managerial role.
• Demonstrated experience managing 1st and 2nd line support teams.
• Experience working under high-pressure environments and adhering to SLAs.
• Strong background in ITIL or other relevant service management frameworks.

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.
• Knowledge of helpdesk ticketing systems and performance metrics reporting.
• Familiarity with cloud technologies, VPNs, remote access, and desktop support.

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.

DESIRABLE SKILLS:

• ITIL Foundation certification or higher.
• Previous experience in a retail or fast-paced operational environment.
• Familiarity with remote support technologies and tools.

COMPETENCIES:

• Communication: Strong ability to communicate with technical and non-technical stakeholders.
• Time Management: Ability to manage multiple tasks efficiently under pressure.
• Team Building: Proven success in fostering a collaborative team environment.
• Critical Thinking: Ability to think strategically and implement long-term improvements.