Role Purpose

The Service Desk Manager will be responsible for ensuring the efficient and effective delivery of IT support services to our internal users.
He/She will lead a team of 2 service desk staff, who will provide guidance and support, and ensure that service level agreements are met.
The goal will be to deliver outstanding customer service, resolve technical issues promptly, and contribute to the overall success of our organisation using ITIL processes.

Requirements

National diploma or degree in Computer Science or related field.
ITIL 4, ideally to Professional certification level.
5+ years of experience in IT Service Desk Management.
Demonstrated experience managing a team of technical professionals.
Knowledge of IT best practices (e.g., ITIL, COBIT) and their application in IT service desk management.
Expertise in managing IT service desk tools and software (e.g., ITSM, CRM, ticketing systems).
Ability to develop and maintain SLAs and quality standards for IT service desk operations.
A good understanding of the vast range of IT operations.
Display excellent levels of client engagement.
Service orientated in nature.
Broad understanding of project management principles.

Duties ’ Responsibilities

Ensure all incidents which are logged, are accurately categorised.
Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process.
Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
Ensure reported faults are investigated and diagnosed.
Responsible for managing a team of service desk agents.
Contribute to the process of managing tickets or calls logged at the service desk.
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk teams.
Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required.
Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process.
Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.

Competencies

Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them.
Good collaboration skills and able to interact professionally.
Excellent communication and interpersonal skills.
Strong problem-solving and critical thinking skills.