Job Description

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Job Overview

Application Deadline:

19 October 2025

Job Location:

Johannesburg, Gauteng

Job Title:

IT Service Desk Manager

Salary Offer:

R20,000 - R25,000

Education Level:

Diploma

Job Level:

Management

Minimum Experience:

3 - 5 Years

IT Service Desk Manager job vacancy in Johannesburg.

Are you an experienced and customer-focused IT professional with a passion for leading teams and ensuring service excellence? Do you have a track record of managing a high-performing service desk in a fast-paced IT environment? If so, we have an exciting opportunity for you to join a dynamic and innovative IT company in Johannesburg.



We are looking for a dedicated and skilled Service Desk Manager to lead our client's service desk team. This role is crucial to ensuring our clients receive timely, efficient, and high-quality technical support. You will be responsible for overseeing daily operations, managing a team of technicians, and implementing strategies to continuously improve service delivery and client satisfaction.



Salary: R20,000 to R25,000 per month, depending on experience.



Availability: Must be able to start immediately.

About the Company:

Our client is a leading South African IT company with a strong reputation for delivering efficient, high-quality, and fit-for-purpose IT services. They are deeply committed to building strong, long-term customer relationships, leveraging strategic partnerships with top technology manufacturers and service providers to remain at the forefront of responsive and innovative business solutions.



Having established itself as a trusted name in both cybersecurity and managed IT services, the company recently partnered with a prominent South African Internet Service Provider (ISP). This strategic move has significantly expanded its footprint and enhanced its comprehensive portfolio, enabling the delivery of truly end-to-end Information and Communication Technology (ICT) solutions to clients across the country.

Duties and Responsibilities:

Team Leadership & Management: Lead, mentor, and motivate a team of service desk technicians. Conduct performance reviews, provide coaching, and foster a collaborative, positive team environment. Operational Oversight: Manage the day-to-day operations of the service desk, including ticket management, incident resolution, and adherence to Service Level Agreements (SLAs). Customer Satisfaction: Implement and monitor processes to ensure high levels of client satisfaction. Handle escalated issues and act as a point of contact for complex service requests. Process Improvement: Develop, document, and implement service desk policies and procedures to improve efficiency and consistency. Analyse trends and metrics to identify opportunities for continuous improvement. Reporting: Prepare and present regular reports on service desk performance, including key metrics, ticket volumes, and team productivity, to senior management. Knowledge Management: Ensure the creation and maintenance of a comprehensive knowledge base to empower both the team and clients with self-service solutions.

Requirements:

A minimum of 3-5 years of experience managing an IT Service Desk or a similar technical support team. Proven experience with IT Service Management (ITSM) frameworks, such as ITIL, is highly desirable. Strong technical knowledge of IT systems, including networking, hardware, software, and common operating systems (Windows, macOS). Exceptional leadership, communication, and interpersonal skills. Demonstrated ability to manage and motivate a team to achieve high performance. Strong problem-solving and analytical abilities. * Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.