Service Desk & DBA Lead for POS & Incident Management

Pedros; Durban; Sur place; ZAR 850 000 - 1 200 000; Plein temps

Résumé du poste

Pedros is hiring a Service Desk Manager to lead the support function for Pedros Stores, franchise partners, and Head Office. The role focuses on POS systems, associated technology, and coordinating with Micros, Datasmith, and Transaction Junction to ensure fast resolutions.

You will oversee the service desk, incident management, and a DBA team, driving improvements in ticket trends, database health, and knowledge base development for store continuity.

Qualifications

• 5+ years in IT service desk, support, or infrastructure, with 2+ years leading technical teams.
• Strong knowledge of POS systems in retail/QSR environments; Micros Simphony experience advantageous.
• Experience with ITSM tools and ITIL practices; vendor and SLA management.

Responsabilités

• Oversee day-to-day service desk operations, ensuring POS and tech tickets meet SLAs.
• Plan staffing to match store trading hours, including peak periods and holidays.
• Own ticketing system rules, prioritisation, routing, and escalation paths.
• Lead major incident response and coordinate with internal teams and vendors.
• Oversee DBA team and ensure secure, available databases with backups and capacity planning.

Connaissances

POS systems

Vendor management

ITIL & ITSM

Incident handling

DBA knowledge

Leadership

Stakeholder comms

High-pressure management

Backup & security

Jira Service Management

Outils

Jira Service Management

Freshservice

ServiceNow

Oracle Micros Simphony

Description du poste

Pedros is hiring a Service Desk Manager to lead the support function for Pedros Stores, franchise partners, and Head Office. The role focuses on POS systems, associated technology, and coordinating with Micros, Datasmith, and Transaction Junction to ensure fast resolutions.

You will oversee the service desk, incident management, and a DBA team, driving improvements in ticket trends, database health, and knowledge base development for store continuity.