Job Description

Position Description:

An exciting opportunity is available for an individual to join an innovative and strategic business within our IT division at TFG, a leading fashion & lifestyle retailer in Africa! We are looking to employ top talent as a Service Desk Team Manager with proven Service Desk team leadership skills and a strong commitment towards professional service delivery within TFG Infotecxe2x80x99s Service Management Centre.

We have a robust strategy focusing on People, Process and Technology, we believe that our culture and the quality of our people are our greatest strengths.

Key performance areas:

• Input into the department strategy and initiatives
• Ensure team productivity and performance is in line with agreed standards
• Ensure service delivery to the business through monitoring of SLAs
• Ensure effective workforce planning and adequate resource to meet the business requirements
• Leading 1st line Service Desk employees to ensure optimal service delivery and resolution
• Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order respond to the IT & business needs appropriately
• Effective management of escalated incidents and communication with related stakeholders, business and external vendors to resolve escalations
• Ensure reports are analysed and compiled accurately in order to provide feedback on individual & overall team performance as well as trends to the relevant stakeholders
• Continuously review areas of opportunity and trends and present suggested improvements to the SD Team

To qualify for this position, you will need:

• A relevant IT qualification (minimum matric with MCSE)
• 3-5 years proven management experience in an IT Helpdesk / Service Desk environment
• A strong commitment towards professional service delivery & customer service
• Strong people management and interpersonal skills
• The ability to work in a highly-pressurised environment
• Excellent presentation skills
• Ability to communicate [Verbal and Written] effectively at all business levels
• Good analytical ability and attention to detail
• Mentoring and coaching skills
• Experience in Workforce planning and scheduling
• Effective planning and time management skills
• Ability to work independently as well as in a team
• The ability to work flexible hours
• Proficiency in MS Office applications

The following will be an advantage:

• An understanding of retail operational and systems environments
• ITIL knowledge or experience

PREFERENCE WILL BE GIVEN, BUT NOT LIMITED TO, CANDIDATES FROM DESIGNATED GROUPS IN TERMS OF THE EMPLOYMENT EQUITY ACT. INTERNAL CANDIDATES NEED TO INFORM THEIR CURRENT LINE MANAGERS BEFORE APPLYING.

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The Foschini Group