Job Description

Are you an experienced Service Desk Manager in Cape Town, who knows how to keep clients happy and teams running like clockwork?
Do you thrive in fast-paced environments where no two days look the same?

This is your chance to take the lead on high-impact IT service delivery across enterprise environments, where client satisfaction, incident resolution, and strategic reporting sit at the heart of what you do.

We're looking for a hands-on

IT Service Desk Manager

with strong service delivery experience, excellent communication skills, and the confidence to take full ownership of incidents, escalations, and continuous improvement initiatives.

You'll lead a team that supports business-critical systems, work closely with clients, and ensure the smooth running of ticketing, onboarding, reporting, and SLA-driven operations.

Type: Permanent - Hybrid

Salary: Up to R40k pm

Area: Cape Town

What you'll do

Client Relationship Management

Build and maintain strong client relationships, setting expectations and managing escalations Act as a trusted advisor, identifying opportunities to improve service and strengthen partnerships

Incident & Ticket Management

Oversee all client-facing tickets, ensuring fast and effective resolution Lead critical incident response, keeping clients informed and teams aligned Document and improve post-incident processes

Reporting & Delivery Oversight

Track and report on SLAs, KPIs, onboarding milestones, and incident trends Produce timely, error-free reports for both clients and internal stakeholders

Service Optimisation

Identify and drive performance improvements across service desk operations Implement and monitor tools and frameworks to maintain high service quality

Team & Cross-functional Collaboration

Work closely with internal support, technical, and onboarding teams Ensure a seamless client journey from onboarding to ongoing support

Billing & Compliance

Oversee accurate billing data across all reporting cycles Ensure data integrity and alignment with client contracts

Risk Management

Proactively identify risks or service gaps Take action before small issues become big problems

What we're looking for

2+ years' experience

in a Service Delivery, Customer Success, or IT Operations Management role Deep understanding of

SLA-driven service environments

,

ITIL frameworks

, and best practices Strong working knowledge of ticketing tools like

AutoTask

, Zendesk, or similar Proven ability to handle

client-facing escalations

and resolve complex issues Excellent communicator - clear, calm, and confident in both technical and non-technical conversations Strategic thinker who's also comfortable getting stuck in and solving day-to-day issues Detail-focused and committed to delivering

high-quality service and reporting

Strong time management and task prioritisation under pressure Passionate about people, service, and building lasting client partnerships

What success looks like

Consistently delivering services

within SLA targets

CSAT score of

90%+

Reduced escalations through early risk detection Clear and timely communication during incidents Seamless onboarding for new clients with a

90%+ on-time completion rate

At least

two meaningful service improvements per quarter

Clean, accurate billing and reporting Strong client and internal team relationships

Ready to take the lead?

If you're a natural problem-solver who thrives in client-facing environments, we'd love to connect with you. Bring your energy, ownership, and strategic mindset - and help shape the future of IT service delivery in South Africa.

Job Types: Full-time, Permanent

Pay: R30000,00 - R40000,00 per month

Education:

High School (matric) (Required)
Experience:

Service Delivery, Customer Success, or IT Operations : 4 years (Required) SLA-driven, ITIL frameworks, and best practices environment: 3 years (Required) handle client-facing escalations and resolve complex issues: 3 years (Required) ticketing tools like AutoTask, Zendesk, or similar: 3 years (Required)
Work Location: In person