Service Desk Supervisor - Cape Town at Datacentrix

Critical Requirements - Skills, Experience & Qualifications:

• Matric /Grade 12 Essential
• Certifications in ITIL Service Management
• Training and Facilitation Skills
• A+ & N+
• Advanced Excel
• Project Management
• MS Products (MS Office suite, Outlook)
• Valid driver’s licence own reliable vehicle
• Must be willing to travel around Cape Town Central Business District from a client engagement perspective.
• Must have experience in Service Management, Customer Relationship building, Governance, Compliance and Internal Processes, ITIL process application, Account, financial and people management from a service delivery aspect.

Responsibilities:

• Oversee 100% of the requests, incidents and problems.
• Manages and coordinates urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature reporting and escalation processes to ensure free flowing escalations and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk Staff including career development.
• Oversee staff activities.
• Builds/obtains (from other departments) training material for support staff.
• As needed, schedule employee’s times and provide backup support.
• Interact with internal and external customers.
• Provide data and reporting of trends to the team and others in ad-hoc, weekly, monthly and as needed.
• Drive changes and develop strategies for improvement.
• Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage queueing (participating in escalated calls as needed).
• Oversee repository and ensure solutions are available to the tech team.
• Assist with the scoping of Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
• PO review and approval.
• Review survey feedback to improve services, tools and support experience.
• Keep confidential all applicant, client, and verification and company proprietary information.