Service Desk Manager

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

Job summary

A dynamic technology services provider in Cape Town seeks a Service Desk Manager to oversee support operations. The role requires leadership to guide the technical support team and ensure high service standards. Ideal candidates should have experience in managing IT service desks, possess strong problem-solving skills, and be dedicated to service excellence. This position offers a competitive salary and a chance to make a significant impact in a growing organization.

Qualifications

• Experience managing or supervising an IT service desk or technical support team.
• Solid technical knowledge across common IT systems, networks, and applications.
• Ability to work under pressure in a fast-paced support environment.
• Experience with SLAs, KPIs, and ticket management systems.

Responsibilities

• Lead, manage, and mentor the service desk team to deliver exceptional support.
• Oversee incident, request, and problem management processes.
• Monitor service desk performance and compile reports.
• Implement service improvements to enhance efficiency and customer satisfaction.

Skills

Customer service

Communication

Problem-solving

Organisational skills

Technical knowledge

Coaching and mentoring

Attention to detail

Education

ITIL certification (advantage)

Job description

Service Desk Manager
Location: Century City, Cape Town
Employment Type: Permanent
Salary: R25 000 – R35 000 per month (depending on experience)
Start Date: ASAP

About Our Client
Our client is a dynamic and innovative technology services provider, delivering reliable, high-quality IT support to a wide range of businesses. They pride themselves on exceptional customer service, fast turnaround times, and creating seamless technology experiences for the organisations they partner with. As they continue to grow, they are looking for a dedicated Service Desk Manager to take ownership of their support operations.

Job Description
The Service Desk Manager will oversee the daily operations of the service desk, ensuring efficient handling of support tickets, incidents, and service requests. This role calls for a strong leader who can guide a technical support team, maintain high service standards, and drive continuous improvement. A hands-on approach, excellent communication skills, and a passion for service excellence are essential.

Key Responsibilities

• Lead, manage, and mentor the service desk team to deliver exceptional support.

• Oversee incident, request, and problem management processes.

• Ensure all tickets are logged, prioritised, escalated, and resolved within agreed SLAs.

• Provide hands-on technical support when needed.

• Monitor service desk performance and compile weekly and monthly reports.

• Implement service improvements to enhance efficiency and customer satisfaction.

• Manage team scheduling, workload distribution, and resource planning.

• Conduct regular 1:1 sessions, performance reviews, and ongoing team coaching.

• Maintain strong communication with clients and internal stakeholders.

• Assist with onboarding new clients and ensuring smooth service transitions.

• Maintain and improve documentation, SOPs, and knowledge base content.

• Ensure adherence to internal processes and industry best practices.

Skills, Experience and Qualifications

• Previous experience managing or supervising an IT service desk or technical support team.

• Solid technical knowledge across common IT systems, networks, and applications.

• Excellent customer service and communication skills.

• Ability to work under pressure in a fast-paced support environment.

• Experience working with SLAs, KPIs, and ticket management systems.

• Strong organisational skills with exceptional attention to detail.

• Proven ability to coach and motivate support staff.

• Strong problem-solving ability with effective prioritisation skills.

• ITIL certification is an advantage but not required.

• A proactive, hands-on leader committed to maintaining high support standards.