Remote Service Desk Manager: Lead & Elevate CX

Sabio Group; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer experience provider in Cape Town is seeking a Service Desk Manager to lead the Service Desk team and manage performance metrics. The ideal candidate will demonstrate strong project management capabilities and knowledge of contact centre technologies. This position offers flexible working and benefits including medical aid and a connectivity allowance, with a focus on continuous professional development within a supportive team environment.

Benefits

Remote/Flexible work

Discovery Medical Aid

Connectivity Allowance

15 days paid holiday a year

Momentum EAP

Qualifications

• Experience in multi-stakeholder environments.
• Passion for learning and development.
• Problem-solving skills.

Responsibilities

• Line manage the SD1 and SD2 Service Desk within South Africa.
• Participate in recruitment processes.
• Drive Service Desk performance to meet global targets.
• Support global processes and KPI communications.
• Liaise with leaders and departments to deliver against targets.
• Help maintain and enhance training guides and materials.

Skills

Knowledge of Contact Centre Technologies (Genesys, AWS, Twilio)

Strong project management capabilities

High level of accountability

Excellent communication skills

Analytical skills

Good level of written and spoken English

Job description

A leading customer experience provider in Cape Town is seeking a Service Desk Manager to lead the Service Desk team and manage performance metrics. The ideal candidate will demonstrate strong project management capabilities and knowledge of contact centre technologies. This position offers flexible working and benefits including medical aid and a connectivity allowance, with a focus on continuous professional development within a supportive team environment.