Job Description

We are hiring an ambitious Service Desk Manager, the role is suitable for a high-energy achiever, executor, leader, planner, and communicator with a genuine desire to help others and an aptitude for getting things done in the smoothest, accurate and fastest way. The Service Desk Manager will support the respective teams, be a single point for escalation and own the standard operating procedure model. We are commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce.

Reporting Line: Divisional Head - Call Centre

Working Hours: 08h00am - 17h00pm (Monday-Thursday) and 08h00am - 16h30pm (Friday)

May need to be flexible at times

Position Base: Cape Town

Purpose:

To create a leadership position to manage the company's Service Desk operations.

Responsibilities:

Implementing and managing change Developing, implementing, and reviewing core responsibilities and tasks Improving performance by raising efficiency and improving available tools to enable this. Analysing performance statistics and making decisions on the basis of these statistics Liaising with supervisors, team-leaders, agents and third parties to gather information and resolve issues. Validating & correcting system-records Recording statistics and performance levels and preparing reports Coaching, motivating and retaining staff and coordinating reward and incentive schemes. Planning and developing staff recruitment and liaising with HR

Minimum requirements:

Matric 3-5 years proven management experience in an IT Service Desk environment. Proficiency in MS Office applications Ability to work well with people and express empathy. Applying conflict-management skills. Prioritizing the work of others. Basic Understanding of Industrial Relations ITIL Foundation V3/V4

Competencies required:

Effective People Management Leadership Skills Effective Communication (written and verbal) Analytical ability and Attention to detail Effective Planning and Time Management Skills Adaptable/Flexible

Company Benefits (after permanent appointment offered):

Medical Aid (company contributes of R1000 towards Discovery Medical Aid) Retirement Annuity (Company contributes 5%) Discretionary Performance Bonus (Payable in the month of your birthday)
If you are not contacted within 2 weeks of your application, please accept that your application was not successful.

Job Type: Full-time

Pay: R35000,00 - R40000,00 per month

Ability to commute/relocate:

Goodwood, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Education:

Certificate (Required)
Experience:

Helpdesk Management: 3 years (Required)
Work Location: In person