Job Description

Line of Service Internal Firm Services

Industry/Sector Not Applicable

Specialism IFS - Information Technology (IT)

Management Level Manager

& Summary A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. Youxe2x80x99ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Our team provides remote technical support and information technology updates to PwCxe2x80x99s employees. Youxe2x80x99ll provide resolution to technical needs, recommend procedure modifications or improvements, and escalate unresolved technical issues to the appropriate party.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm's/client's expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm's code of ethics and business conduct.

Job Purpose

To manage the performance of the Service Desk to the business users and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Principal Accounatabilities

Team Management: The Service Desk Manager is responsible for leading and managing a team of service desk consultants and support staff. This involves assigning tasks, monitoring performance, providing guidance and support, conducting performance evaluations, and fostering a positive work environment.

Service Delivery: The Service Desk Manager ensures that the service desk operates smoothly and efficiently. They establish and enforce service level agreements (SLAs), set performance targets, and monitor metrics such as response time, resolution time, and customer satisfaction. They work to continuously improve service delivery processes and implement best practices.

Incident and Problem Management: The Service Desk Manager oversees the handling of incidents and problems reported by users. They ensure that incidents are logged, tracked, and resolved within agreed-upon timeframes. They also analyze recurring problems and work with other teams to implement permanent solutions and preventive measures.

Customer Relationship Management: Building strong relationships with users and stakeholders is essential. The Service Desk Manager acts as a point of escalation for complex or high-priority issues, ensures effective communication with users, and manages customer expectations. They promote a customer-centric approach within the service desk team.

Staff Development and Training: The Service Desk Manager identifies training needs and provides professional development opportunities for the service desk staff. They stay updated on new technologies and industry trends to ensure the team's skills and knowledge are up to date. They may also organize training sessions and workshops to enhance the team's capabilities.

Service Desk Operations: The Service Desk Manager oversees the day-to-day operations of the service desk, including managing service desk tools and systems, ensuring accurate documentation of incidents and resolutions, and coordinating with other support teams to resolve issues that require their involvement.

Reporting and Analysis: The Service Desk Manager prepares regular reports on service desk performance, including key metrics, trends, and areas for improvement. They analyze data to identify patterns, recurring issues, and opportunities for enhancing service quality and operational efficiency.

Vendor Management: In some cases, the Service Desk Manager may be responsible for managing relationships with external vendors or suppliers of IT services or support tools. They collaborate with vendors to ensure service level agreements are met, resolve issues, and evaluate new products or services.

Implementation of AI-powered Solutions: The Service Desk Manager can explore and implement AI-powered solutions such as chatbots or virtual assistants. These intelligent systems can handle routine and repetitive inquiries, provide instant responses, and guide users through self-help options. The manager can oversee the deployment and customization of these solutions to ensure they align with AfricaTechnology service desk requirements.

Knowledge Management: Develop and maintain a knowledge base that contains articles, FAQs, and troubleshooting guides. The Service Desk Manager must lead efforts to capture and organize knowledge, ensuring it is easily accessible to service desk staff and users. This allows for quick and consistent resolution of common issues and reduces the need for manual intervention.

Automation of Routine Tasks: The Service Desk Manager can identify repetitive and time-consuming tasks that can be automated. They can work with automation tools or IT service management platforms to streamline processes, such as ticket routing, password resets, or software installations..

Minimum Qualifications

Diploma or degree in computer science, information technology, or a related field.

ITIL Certification

Experience

5 to 7 years in supervisory or managerial role

Proven track record of developing a service desk team utilising ITIL processes

Experience working in a service desk environment with at least 3 yearsxe2x80x99 experience managing a service desk team

Experience of developing and maintaining service level agreements and operational level agreements

Key Knowledge & Skills

Technical Knowledge: A strong understanding of IT systems, infrastructure, and commonly used technologies is essential. This includes knowledge of operating systems, networks, hardware, software applications, and ITIL (IT Infrastructure Library) best practices.

Leadership and Management Skills: Strong leadership abilities, including the ability to manage a team, provide guidance and support, and resolve conflicts, are crucial for a Service Desk Manager.

Project management skills, the ability to prioritize tasks, and effective communication skills are also important.

Problem-Solving and Analytical Skills: Service Desk Managers should have strong problem-solving and analytical skills to identify and resolve complex technical issues. They should be able to analyze data, interpret metrics, and make data-driven decisions to improve service desk performance.

Customer Service Orientation: A customer-centric approach and excellent interpersonal skills are vital. They should be able to handle customer complaints, manage expectations, and ensure high levels of customer satisfaction.

Communication and Documentation: Effective communication skills, both written and verbal, are essential for interacting with users, staff, and stakeholders. Service Desk Managers should also possess strong documentation skills to ensure accurate and up-to-date records of incidents, resolutions, and standard operating procedures.

Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements Up to 20%

Available for Work Visa Sponsorship? No

Government Clearance Required? Yes

Job Posting End Date August 25, 2023

PwC