IT Technical Service Desk Manager

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

Job summary

A leading IT services provider in Cape Town is seeking an experienced IT Technical Service Desk Manager to lead their support team. This role requires a strong background in modern workplace technologies including VMware, Veeam, and Office 365. The ideal candidate should be ITIL certified with at least two years of helpdesk management experience. Key responsibilities include managing a team, overseeing incident resolutions, and ensuring service excellence in a dynamic environment.

Qualifications

• Experience managing enterprise IT environments is critical.
• Proven leadership skills in technical teams are necessary.
• Strong knowledge of IT service management tools required.

Responsibilities

• Manage and mentor service desk analysts and technicians.
• Oversee resolution of technical issues.
• Implement ITIL-based workflows for ticketing.
• Track KPIs and present insights to leadership.

Skills

Managing and supporting enterprise IT environments

Strong understanding of virtualization

Communication skills

Ability to document incidents

Creating professional reports

Education

ITIL Certification

2 years of experience as Helpdesk Manager

Tools

ServiceNow

SCCM

Active Directory

PowerShell

Job description

Overview

Our client is seeking an experienced IT Technical Service Desk Manager to lead their dynamic support team based in Cape Town. This is a hands-on leadership role 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 of experience in a helpdesk management role, and be passionate about driving service excellence, managing escalations, and promoting continuous improvement across the support function.

Employment type: Permanent
Sector: IT
Basic salary: R45 000.00 – R60 000.00
Start date: ASAP / Immediate

Note: A recent professional profile photo is to accompany your application.

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
• Communication (incident summaries, legal documentation, 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
• Encouraging 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 KPIs such as first-call resolution, ticket volume, and customer satisfaction
• Present data-driven insights to leadership to support strategic decision-making

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

Important notice: If you do not hear back within 10 working days, please consider your application unsuccessful. We will retain your credentials for future similar roles.