Senior Service Desk & DBA Manager (POS/Databases)

Pedros Chicken; Durban; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Pedros Chicken is seeking a Service Desk Manager to lead the support function for Pedros Stores, franchise partners, and Head Office, focusing on POS and related technology. You will manage the Database Administration team, set SLAs, coordinate escalations with vendors such as Micros, Datasmith, and Transaction Junction, and drive improvements to keep stores trading without disruption.

Applicants should have 5+ years IT service desk or infrastructure experience and proven leadership of technical

Qualifications

• 5+ years IT service desk or infrastructure experience
• 2+ years leading technical teams
• Strong knowledge of POS systems in retail/QSR environments
• Experience with vendor management and SLAs
• ITIL Foundation certification advantageous

Responsibilities

• Oversee day-to-day service desk operations, ensuring tickets are logged, prioritized, and resolved within SLAs
• Plan staffing and shift coverage to match store trading hours, including peak periods, weekends and holidays
• Lead major incident response, managing escalations to internal teams and vendors and informing stakeholders until resolved
• Oversee DBA team, ensuring database availability, security, backups, performance, and auditable change controls

Skills

IT service desk leadership

POS systems knowledge

Vendor management

SQL/Oracle databases

ITIL / ITSM

Communication skills

Tools

Jira Service Management

Freshservice

ServiceNow

Job description

Pedros Chicken is seeking a Service Desk Manager to lead the support function for Pedros Stores, franchise partners, and Head Office, focusing on POS and related technology. You will manage the Database Administration team, set SLAs, coordinate escalations with vendors such as Micros, Datasmith, and Transaction Junction, and drive improvements to keep stores trading without disruption.

Applicants should have 5+ years IT service desk or infrastructure experience and proven leadership of technical