IT Technical Service Desk Manager

Recruiter:

Status Staffing

Job Ref:

PC001941/CN

Date posted:

Friday, August 29, 2025

Location:

Cape Town, South Africa

SUMMARY:
Our client is seeking an experienced IT Technical Service Desk Manager to lead their dynamic support team based in Cape Town. This is a fantastic opportunity for a hands-on leader with a strong technical background in modern workplace technologies, including VMware, Veeam, Office 365, and Intune. The successful candidate will be ITIL certified, have at least two years’ experience in a helpdesk management role, and be passionate about driving service excellence, managing escalations, and promoting continuous improvement across the support function.

POSITION INFO:
A recent professional profile photo is to accompany your application
EMPLOYMENT TYPE : Permanent
SECTOR : IT
BASIC SALARY : R45 000.00 – R60 000.00
START DATE : A.S.A.P / Immediate

REQUIREMENTS:

Technical Expertise (Terminal Server, FSLogix, Office 365, VMware, Veeam, Intune, Microsoft Modern Workplace):

Experience managing and supporting enterprise IT environments
Strong understanding of virtualization, backup, and cloud-based solutions
Communication (Incident Summaries, Legal Documentation, Team Messaging)
Ability to clearly document incidents and resolutions
Skilled in creating professional reports and internal communications

Leadership (Team Motivation, Certification Promotion, Escalation Management):

Proven track record of leading and motivating technical teams
Experience in handling escalations and driving issue resolution
Encouraging continuous learning and certification within teams

Tools & Frameworks (ITIL, ServiceNow, SCCM, Active Directory, PowerShell):

Strong working knowledge of IT service management and automation tools
Experience with directory services and scripting for task automation

Certifications & Experience (ITIL Certified, Helpdesk Management):

ITIL certification required
Minimum of 2 years’ experience as a Helpdesk Manager or similar leadership role

DUTIES:

Team Leadership & Development:

Manage and mentor service desk analysts and technicians
Foster a culture of accountability, recognition, and continuous improvement

Incident & Problem Management:

Oversee the resolution of technical issues, including AVD, FSLogix, and Office deployments
Ensure SLAs and OLAs are met, escalating issues when necessary

Process Optimization:

Implement ITIL-based workflows for ticketing, escalation, and documentation
Drive adoption of automation tools and self-service solutions

Stakeholder Communication:

Craft clear, audience-appropriate updates for incidents, outages, and resolutions
Liaise with internal teams and external vendors to ensure seamless support delivery

Reporting & Metrics:

Track key performance indicators (KPIs) such as first-call resolution, ticket volume, and customer satisfaction
Present data-driven insights into leadership to support strategic decision-making

Should you meet all the requirements, apply on our website at

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