Service Desk Manager

Recruiter:

Data Centrix

Job Ref:

JHB005743/Prena

Date posted:

Wednesday, January 19, 2022

Location:

Johannesburg, South Africa

JOB SUMMARY:
Our client is looking for a Service Desk Manager to manage daily operations and service delivery in accordance with service level agreements of the IT Operations service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Draft the Service Desk strategy in alignment with IT Strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service.

JOB DESCRIPTION:

Requirements:

Degree/Diploma - essential
ITIL - essential
COBIT – advantageous
At least 5 years of managing a full scale service desk with multiple tiers of employees
24x7x365 accountability – as is with most service desks now

Key Performance Areas:

Manage the Service Desk in accordance with the agreed SLA’s and OLA’s
Extract data to report and align the team to industry and company standards
Provide implementation support when onboarding new projects for optimal deployment and use of technologies and resources, aligned to the service desk standards
Plan and allocate teams to support the implementation of projects
Create and update the team’s schedule for shifts and weekend rotation
Create, implement and maintain a Standard Operating Procedures for the Service Desk encompassing all the various complexities within
Drive automation initiatives to optimise processes in the Service Desk.
Implement the relevant tool to provide the active control measures for remote call management
Combine stats to manage overall team utilisation and workload
Review and adapt existing process flows and align to business requirements
Conduct a trend analysis to identify recurring issues within the business landscape to investigate and implement long term solutions via the respective change and problem management disciplines
Compile and submit relevant MI reports and trend analysis
Responsible for Risk Management within the Service Desk
Manage the end to end call life cycle
Engage with vendors to maintain service level agreements
People Management
Provide leadership to employees within the organisation, creating a winning culture and high morale. Lead as an Ambassador and executor of Change

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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