Service Desk Manager

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

The Service Desk Manager leads the support function that handles tickets and queries from Pedros Stores, franchise partners, and Head Office, with a primary focus on POS and the technology solutions that connect to it, and manages the Database Administration team. This role sets and meets service levels, coordinates escalations with internal teams and vendors such as Micros, Datasmith, and Transaction Junction, keeps Pedros’ databases secure, available, and performing well, and uses ticket trends to reduce repeat issues so stores can keep trading without disruption.

Key Responsibilities

Service Desk Operations

• Manage the day-to-day running of the service desk, ensuring POS and technology tickets are logged, prioritised, and resolved within agreed SLAs.
• Plan staffing and shift cover to match store trading hours, including peak periods, weekends, and public holidays.
• Own the ticketing system, including categories, priorities, routing rules, and escalation paths.

Incident, Problem & Vendor Management

• Lead the response to major incidents affecting store trading, such as POS outages, payment failures, or aggregator order issues, and keep stakeholders informed until resolved.
• Manage escalations to internal teams and vendors, holding them to agreed response and resolution times.
• Run problem management on recurring issues, working with Product Owners and the Integrations Analyst to address root causes.

Database Administration

• Manage the DBA team, setting priorities and ensuring database work is planned, documented, and delivered to standard.
• Ensure the availability, performance, and security of POS, back-office, and internal-tool databases, including backups, restores, patching, and capacity planning.
• Oversee database access control, change requests, and data fixes raised through the service desk, making sure every change is approved and auditable.

Team Leadership & Continuous Improvement

• Lead, coach, and develop service desk agents and DBAs, setting clear performance goals and running regular reviews.
• Build and maintain a knowledge base of POS troubleshooting guides, store FAQs, and standard fixes, and promote self-service where possible.
• Report on ticket volumes, SLA performance, database health, and store satisfaction, and recommend improvements to systems and processes.

Core Deliverables

• Service desk operating with defined SLAs, escalation paths, and shift cover.
• Major incident communications and post-incident reviews for store-impacting issues.
• Tested backup and recovery processes, with regular database health and capacity reporting.
• A current knowledge base of POS and technology troubleshooting guides.
• Monthly service performance and trend reporting for management.

Required Skills & Competencies

• 5+ years IT service desk, technical support, or infrastructure experience, including at least 2 years leading technical teams.
• Strong working knowledge of POS systems in retail or QSR environments; Oracle Micros Simphony experience strongly advantageous.
• Understanding of payment devices, store networking, aggregator platforms, and how they connect to POS.
• Working knowledge of database administration (such as Oracle, SQL Server, or PostgreSQL), including backups, performance, and access management, sufficient to lead a DBA team.
• Experience with ITSM tools (such as Jira Service Management, Freshservice, or ServiceNow) and ITIL practices; ITIL Foundation certification advantageous.
• Proven ability to manage vendors and SLAs, and to stay calm and organised during high-pressure incidents.
• Excellent communication skills with store managers, franchise partners, and technical teams.