Service Desk Manager (Applications)

Ioco; Johannesburg; On-site; ZAR 40,000 - 70,000; Full time

Job summary

A technology company is seeking a Service Desk Manager to oversee Application Support teams. The role includes managing change processes, analyzing performance, and developing staff strategies. The ideal candidate will have 3-5 years of management experience in an IT Service Desk environment and will possess strong interpersonal skills. This is a permanent office-based position in Johannesburg.

Benefits

Opportunities for growth and continuous learning

Collaborative projects with industry experts

Qualifications

• 3-5 years of proven management experience in an IT Service Desk environment.
• Proficient in MS Office applications.
• Strong interpersonal and conflict management skills.

Responsibilities

• Implement and manage change processes.
• Analyze performance statistics and make data-driven decisions.
• Coach, motivate, and retain staff.

Skills

Management experience

Interpersonal skills

Conflict management

Prioritization

Education

Grade 12 or equivalent

ITIL v4 certification

Diploma/Degree in Software Development

Tools

MS Office

Job description

SUMMARY :

We are looking for a Service Desk Manager to support Application Support teams across multiple work streams.

The role is suitable for a high-energy achiever, leader, and planner. The Service Desk Manager will be the single point of escalation and will own the standard operating procedure model for the Service Desk.

POSITION INFO :

We are seeking a Service Desk Manager to oversee Application Support teams across various work streams.

The ideal candidate is a high-energy achiever, leader, and planner. The Service Desk Manager will serve as the primary escalation point and be responsible for the standard operating procedures of the Service Desk.

What you’ll do :

• Implement and manage change processes.
• Develop, implement, and review core responsibilities and tasks.
• Enhance performance by increasing efficiency and improving available tools.
• Analyze performance statistics and make data-driven decisions.
• Collaborate with supervisors, team leaders, agents, and third parties to gather information and resolve issues.
• Validate and correct system records.
• Record statistics and performance metrics, and prepare reports.
• Coach, motivate, and retain staff.
• Plan and develop staff recruitment strategies and liaise with relevant departments.

Your expertise :

• 3-5 years of proven management experience in an IT Service Desk environment, with a focus on application support.
• Proficiency in MS Office applications.
• Strong interpersonal skills.
• Conflict management skills.
• Ability to prioritize tasks effectively.

Qualifications :

• Grade 12 or equivalent.
• ITIL v4 certification.
• Preferred qualifications: Diploma/Degree in Software Development or related field.

Other information :

• This is a permanent position.
• Location: Johannesburg (office-based).
• Travel to and from the office may be required.

Why work for us?

Join iOCO, a company dedicated to solving complex real-world problems with innovative software solutions. We foster a culture of continuous learning, offering opportunities to grow your skills and connect with industry experts through forums and collaborative projects.