It Technical Service Desk Manager

Status; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT firm in Cape Town is seeking an experienced IT Technical Service Desk Manager to lead their support team. The ideal candidate will have a strong technical background in modern workplace technologies, hold an ITIL certification, and have at least two years of experience in helpdesk management. Key responsibilities include managing technical teams, overseeing incident resolution, and implementing ITIL-based processes. This permanent position offers a salary range of R45,000 to R60,000 monthly.

Qualifications

• Minimum of 2 years experience in a helpdesk management role.
• Strong technical background in modern workplace technologies.
• Proven track record of leading technical teams.

Responsibilities

• Manage and mentor service desk analysts and technicians.
• Oversee the resolution of technical issues.
• Implement ITIL‑based workflows for ticketing and documentation.

Skills

IT service management

Technical leadership

Communication skills

Problem resolution

Incident management

Team motivation

Education

ITIL certification

Tools

ServiceNow

SCCM

Active Directory

PowerShell

VMware

Veeam

Office 365

Job description

Our client is seeking an experienced IT Technical Service Desk Manager to lead their dynamic support team based in Cape Town. This is a fantastic opportunity for a hands‑on leader with a strong technical background in modern workplace technologies including VMware, Veeam, Office 365 and Intune. The successful candidate will be ITIL certified, have at least two years experience in a helpdesk management role and be passionate about driving service excellence, managing escalations and promoting continuous improvement across the support function.

A recent professional profile photo is to accompany your application.

EMPLOYMENT TYPE

Permanent

SECTOR

IT

BASIC SALARY

R45 000.00 – R60 000.00

START DATE

A.S.A.P / Immediate

REQUIREMENTS

Technical Expertise (Terminal Server, FSLogix, Office 365, VMware, Veeam, Intune, Microsoft Modern Workplace):

• Experience managing and supporting enterprise IT environments
• Strong understanding of virtualization, backup and cloud‑based solutions
• Excellent communication of incident summaries, legal documentation and team messaging
• Ability to clearly document incidents and resolutions
• Skilled in creating professional reports and internal communications

Leadership (Team Motivation, Certification, Promotion, Escalation Management):

• Proven track record of leading and motivating technical teams
• Experience in handling escalations and driving issue resolution
• Encourages continuous learning and certification within teams

Tools & Frameworks (ITIL, ServiceNow, SCCM, Active Directory, PowerShell):

• Strong working knowledge of IT service management and automation tools
• Experience with directory services and scripting for task automation

Certifications & Experience (ITIL Certified Helpdesk Management):

• ITIL certification required
• Minimum of 2 years experience as a Helpdesk Manager or similar leadership role

DUTIES

Team Leadership & Development:

• Manage and mentor service desk analysts and technicians
• Foster a culture of accountability, recognition and continuous improvement

Incident & Problem Management:

• Oversee the resolution of technical issues, including AVD, FSLogix and Office deployments
• Ensure SLAs and OLAs are met, escalating issues when necessary

Process Optimization:

• Implement ITIL‑based workflows for ticketing, escalation and documentation
• Drive adoption of automation tools and self‑service solutions

Stakeholder Communication:

• Craft clear, audience‑appropriate updates for incidents, outages and resolutions
• Liaise with internal teams and external vendors to ensure seamless support delivery

Reporting & Metrics:

• Track key performance indicators (KPIs) such as first‑call resolution, ticket volume and customer satisfaction
• Present data‑driven insights to leadership to support strategic decision‑making

Should you meet all the requirements, apply on our website today.

Should you not hear back from us within 10 working days, please consider your application as unsuccessful. We will retain your credentials for future similar roles.