Service Desk Manager

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

Service Desk Manager

Department: Support

Employment Type: Full Time

Location: Cape Town

Reporting To: Head of SA Managed Services and Support

Description

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Service Desk Manager.

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Key Responsibilities

• Line Manage the SD1 and SD2 Service desk within South Africa.
• Participate in recruitment process.
• Drive the South Africa Service Desk Performance to deliver against Global target operating model.
• Support and communicate global process and KPI’s, agreed across Global Service Desk Management team.
• Liaise with Department Leaders, Service Desk Management and Group service Desk Manager to adopt and deliver against the Global Service Desk target operating model.
• Collaborate with other Sabio departments - such as People department, IT Department.
• Help to maintain and enhance Global Service Desk training guides, pathways and other development materials.

Skills Knowledge and Expertise

• Knowledge of Contact Centre Technologies such as Genesys, AWS or Twilio, Salesforce, Voice Automation and Conversational Bots.
• Strong project management capabilities.
• The candidate will demonstrate high level of accountability.
• Experience in multi-stakeholder environments, as well as excellent communication skills with a passion for learning and development.
• Analytical, organisational, and problem- solving skills.
• A good level of written and spoken English.

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

• Remote/Flexible work
• Discovery Medical Aid
• Connectivity Allowance
• 15 days paid holiday a year- (this includes three Sabio days)
• Momentum EAP

The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.