24/7 Manager

Bluecube Technology Solutions - An Ekco Company; Cape Town; On-site; ZAR 60 000 - 85 000; Full time

Job summary

A cloud solution provider in Cape Town is seeking a 24/7 Manager for its Service Desk. The role involves leading the Service Desk team, ensuring operational performance, and enhancing customer satisfaction. Candidates should have over 3 years of management experience and strong expertise in Microsoft technologies. Excellent communication, problem-solving skills, and ITIL certifications are essential for success. This role offers the opportunity to drive team development and contribute to a high-performing service environment.

Qualifications

• 3+ years of experience in a leadership or management role.
• 5+ years of experience supporting Microsoft technologies.
• Strong experience with ITSM and reporting tools.

Responsibilities

• Oversee the delivery of the 24x7 Service Desk team.
• Conduct regular 1:1s and provide mentorship.
• Monitor workload distribution and ticket queues.

Skills

Leadership experience

Microsoft administration and licensing

Problem solving

ITIL processes

Client interaction

Education

Service Desk Manager certification

ITIL Foundations certification

Tools

Microsoft Active Directory

Microsoft Teams

VMware

Microsoft Intune

Job description

24/7 Manager Bluecube Technology Solutions - An Ekco Company • Cape Town, Western Cape

About Ekco

Founded in ****, Ekco is now one of the fastest growing cloud solution providers in Europe!

We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments.

In a few words, we take businesses to the cloud and back!

We have over **** highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

About The Role

As the 24/7 Manager of the 24x7 Service Desk, reporting to the Technical Delivery Director, you will be accountable for the strategic leadership, operational performance and service delivery of the 24/7 Service Desk.

This role provides leadership, guidance and mentoring to multiple tiers of support, driving customer satisfaction and aligning to business goals.

Due to the nature of the 24x7 Service Desk operations, you will carefully manage your working hours, ensuring that both day and night shift workers have the support and guidance they require.

Key Responsibilities

• Oversee the delivery of the 24x7 Service Desk team, reporting to the Technical Delivery Director.
• Direct line management of the Service Desk team, conducting regular 1:1s and providing mentorship, guidance and coaching.
• Monitor workload distribution, ticket queues and shift coverage to ensure SLA adherence.
• Drive a culture of commitment, collaboration, connectedness and growth.
• Support workforce planning, recruitment and growth planning for the Service Desk team, assisting with onboarding, training and offboarding of team members.
• Identify, implement, track and report on KPIs and metrics by the Service Desk team, taking accountability for overall team performance.
• Ensure opportunities for continuous improvement, automation and standardisation are identified, implemented and reported on.
• Collaborate and coordinate with other teams in all regions to ensure integrated and holistic service delivery.
• Represent the Service Desk team in leadership meetings and strategic planning sessions.
• Build strong relationships with internal and external stakeholders.

Essential Skills & Experience

• 3+ years of experience in a leadership or management role.
• 5+ years of experience supporting our technologies, including: Microsoft administration and licensing.
• Microsoft AVD & Remote Desktop
• Microsoft Active Directory & Entra ID
• Microsoft Exchange & Exchange Online
• Microsoft Intune & Group Policy
• Microsoft Share Point and One Drive
• Microsoft Teams
• End‑user desktops
• On‑Premise Networking
• VMware
• Demonstrable and solid understanding of ITIL processes and service management frameworks.
• Proactive and positive approach to problem solving and client interaction.
• Strong experience with ITSM and reporting tools.
• Desirable experience of virtualised Microsoft environments.
• Service Desk Manager certification.
• ITIL Foundations certification.
• MS- certification.

Personal Qualities

• Resilient to change.
• Takes pride in providing a high level of service.
• Strong attention to detail.
• Ability to work under pressure and handle difficult situations.
• Impeccable time management skills with the ability to prioritise effectively.