Service Desk Manager

Impronics Technologies; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading technology service company in Johannesburg is seeking an experienced IT Service Desk Manager to lead and develop a team of professionals. You will oversee service desk operations, ensuring efficient resolution of technical requests and incidents while continuously improving processes. The ideal candidate has 5-7 years of IT support experience, with a strong background in managing service desks in complex environments, and holds a relevant bachelor's degree.

Qualifications

• Minimum of 5-7 years of experience in IT support, with at least 2-3 years in a supervisory or management role.
• Experience in managing a service desk in a complex, regulated environment, preferably in a banking or financial services setting.
• Familiarity with IT service management (ITSM) tools and ticketing systems.

Responsibilities

• Lead, mentor, and develop a team of service desk professionals.
• Oversee the resolution of technical issues and service requests.
• Continuously improve service desk processes and workflows.
• Act as the point of escalation for complex issues.
• Monitor and enforce adherence to SLAs for incident response and resolution.
• Track service desk performance metrics and prepare reports.
• Provide training to employees regarding IT systems.
• Collaborate with other IT teams to resolve technical issues.
• Implement proven problem management processes.
• Assist with budget planning for service desk operations.
• Foster a customer-focused culture within the team.

Skills

IT infrastructure knowledge

Strong leadership skills

Customer service excellence

Problem management

IT service management tools

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Technology

Bachelor’s degree in Business Administration

Tools

ServiceNow

JIRA

Remedy

Job description

Main Responsibilities

• Team Leadership & Management: Lead, mentor, and develop a team of service desk professionals, ensuring they are well‑equipped to handle IT support requests efficiently and professionally.
• Incident & Request Management: Oversee the resolution of technical issues and service requests from bank employees, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs).
• Service Delivery Optimization: Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction.
• Escalation & Issue Resolution: Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complicated technical problems.
• Service Level Agreement (SLA) Management: Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed‑upon performance targets.
• Performance Monitoring & Reporting: Track service desk performance metrics (e.g., ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service desk efficiency and identify areas for improvement.
• User Training & Support: Provide training and resources to employees regarding IT systems and self‑service tools to reduce the volume of service desk requests and empower end users to resolve basic issues independently.
• Collaboration with IT Teams: Work closely with other IT teams (network, infrastructure, application support, etc.) to resolve technical issues, improve internal processes, and contribute to long‑term IT strategy.
• Problem Management & Root Cause Analysis: Implement and manage problem management processes to identify and address the root causes of recurring issues, minimizing future disruptions.
• Budget & Resource Management: Assist with budget planning for service desk operations, ensuring resources (staffing, software, hardware) are aligned with organizational needs and are used efficiently.
• Customer Service Excellence: Foster a customer‑focused culture within the service desk team to ensure all employees receive exceptional support in a professional and friendly manner.

Academic Knowledge

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.

Work Experience

• Minimum of 5-7 years of experience in IT support, with at least 2-3 years in a supervisory or management role.
• Experience in managing a service desk in a complex, regulated environment, preferably in a banking or financial services setting.
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, JIRA, Remedy) and ticketing systems.

Skills / Specialized Know How

• Strong knowledge of IT infrastructure, desktop applications, operating systems (Windows, macOS, Linux), and common banking software and tools.
• Understanding of network protocols, security standards, and troubleshooting methodologies.
• Knowledge of remote desktop support tools and enterprise‑level ticketing systems.