Service Desk Manager at PricewaterhouseCoopers (PwC)

Job Purpose

• To manage the performance of the Service Desk to the business users and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Principal Accounatabilities

• Team Management: The Service Desk Manager is responsible for leading and managing a team of service desk consultants and support staff. This involves assigning tasks, monitoring performance, providing guidance and support, conducting performance evaluations, and fostering a positive work environment.
• Service Delivery: The Service Desk Manager ensures that the service desk operates smoothly and efficiently. They establish and enforce service level agreements (SLAs), set performance targets, and monitor metrics such as response time, resolution time, and customer satisfaction. They work to continuously improve service delivery processes and implement best practices.
• Incident and Problem Management: The Service Desk Manager oversees the handling of incidents and problems reported by users. They ensure that incidents are logged, tracked, and resolved within agreed-upon timeframes. They also analyze recurring problems and work with other teams to implement permanent solutions and preventive measures.
• Customer Relationship Management: Building strong relationships with users and stakeholders is essential. The Service Desk Manager acts as a point of escalation for complex or high-priority issues, ensures effective communication with users, and manages customer expectations. They promote a customer-centric approach within the service desk team.
• Staff Development and Training: The Service Desk Manager identifies training needs and provides professional development opportunities for the service desk staff. They stay updated on new technologies and industry trends to ensure the team's skills and knowledge are up to date. They may also organize training sessions and workshops to enhance the team's capabilities.
• Service Desk Operations: The Service Desk Manager oversees the day-to-day operations of the service desk, including managing service desk tools and systems, ensuring accurate documentation of incidents and resolutions, and coordinating with other support teams to resolve issues that require their involvement.
• Reporting and Analysis: The Service Desk Manager prepares regular reports on service desk performance, including key metrics, trends, and areas for improvement. They analyze data to identify patterns, recurring issues, and opportunities for enhancing service quality and operational efficiency.
• Vendor Management: In some cases, the Service Desk Manager may be responsible for managing relationships with external vendors or suppliers of IT services or support tools. They collaborate with vendors to ensure service level agreements are met, resolve issues, and evaluate new products or services.
• Implementation of AI-powered Solutions: The Service Desk Manager can explore and implement AI-powered solutions such as chatbots or virtual assistants. These intelligent systems can handle routine and repetitive inquiries, provide instant responses, and guide users through self-help options. The manager can oversee the deployment and customization of these solutions to ensure they align with AfricaTechnology service desk requirements.
• Knowledge Management: Develop and maintain a knowledge base that contains articles, FAQs, and troubleshooting guides. The Service Desk Manager must lead efforts to capture and organize knowledge, ensuring it is easily accessible to service desk staff and users. This allows for quick and consistent resolution of common issues and reduces the need for manual intervention.
• Automation of Routine Tasks: The Service Desk Manager can identify repetitive and time-consuming tasks that can be automated. They can work with automation tools or IT service management platforms to streamline processes, such as ticket routing, password resets, or software installations..

Minimum Qualifications

• Diploma or degree in computer science, information technology, or a related field.
• ITIL Certification

Experience

• 5 to 7 years in supervisory or managerial role
• Proven track record of developing a service desk team utilising ITIL processes
• Experience working in a service desk environment with at least 3 years’ experience managing a service desk team
• Experience of developing and maintaining service level agreements and operational level agreements

Key Knowledge & Skills

• Technical Knowledge: A strong understanding of IT systems, infrastructure, and commonly used technologies is essential. This includes knowledge of operating systems, networks, hardware, software applications, and ITIL (IT Infrastructure Library) best practices.
• Leadership and Management Skills: Strong leadership abilities, including the ability to manage a team, provide guidance and support, and resolve conflicts, are crucial for a Service Desk Manager. 
• Project management skills, the ability to prioritize tasks, and effective communication skills are also important.
• Problem-Solving and Analytical Skills: Service Desk Managers should have strong problem-solving and analytical skills to identify and resolve complex technical issues. They should be able to analyze data, interpret metrics, and make data-driven decisions to improve service desk performance.
• Customer Service Orientation: A customer-centric approach and excellent interpersonal skills are vital. They should be able to handle customer complaints, manage expectations, and ensure high levels of customer satisfaction.
• Communication and Documentation: Effective communication skills, both written and verbal, are essential for interacting with users, staff, and stakeholders. Service Desk Managers should also possess strong documentation skills to ensure accurate and up-to-date records of incidents, resolutions, and standard operating procedures.