Service Desk Manager

Impronics Technologies; Johannesburg; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A technology services provider is seeking an experienced IT Support Manager to lead a skilled service desk team in Johannesburg. The ideal candidate will have 5-7 years in IT support, including management experience, and be familiar with ITSM tools. The role emphasizes service delivery optimization and ensures exceptional IT support for employees. This position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• Minimum of 5-7 years in IT support, with 2-3 years in a supervisory role.
• Experience managing a service desk in a regulated environment.
• Knowledge of remote desktop support tools and enterprise-level ticketing systems.

Responsibilities

• Lead and develop a team of service desk professionals.
• Oversee resolution of technical issues and service requests.
• Continuously improve service desk processes for better user satisfaction.

Skills

IT infrastructure knowledge

Desktop applications proficiency

Understanding of network protocols

Customer service excellence

Education

Bachelor's degree in Computer Science or related field

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.