Service Desk Manager

Job Purpose:
The position requires a hands-on technical leader who is responsible for delivering a world-class support experience for staff, clients, and other external parties. The manager is expected to get into complex technical issues while thinking about the big picture. The Service Desk Manager’s primary objective is to rapidly resolve issues that are reported through the ticketing logging system.
This will include Asset Inventory Reporting, Capacity Reporting, and Service Level Reporting.
Additionally, this manager has strong leadership and communication skills which lead to their team exceeding performance expectations

Requirements:
• Matric / Grade 12 and ITIL Certification
• A+ N+ and National Diploma will be advantageous
• 5-10 years of working experience in a Service Desk with 5 Years of Management Experience
• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.

Role Responsibilities:
Manage All Operations:
• Deliver frontline technical support for staff and clients.
• Foster positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 1 support, desktop administration for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
• Establish and implement ITIL standards.
• Ensure all issues are logged in the ticket logging system.
• Escalation and resolution of issues to the IT Operations team
• Escalation and resolution of third-party software/systems issues by the support team
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• Maintain the software and hardware inventory list for the organization.
• Report on Asset and Inventory lists.
• Monitor IT Capacity and Regularly report on current Capacity Levels
• Report regularly on Service Levels achieved
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
• Define and implement processes and procedures for supporting all departments across the organization.
• Develop and maintain Technical Support/knowledge base
Teamwork:
• Help System Team, Database Team, and Security Team on daily tasks and troubleshooting.
• Manages and works with cross-team projects.
Employee Management:
• Accomplish department/division objectives by Managing employees and monitoring their progress and performance.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
Other:
• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

Personality Attributes:
• Ability to act independently, self-manage, and apply initiative
• Problem solving and solution-focused attitude
• A good understanding of the business approach
• Must be a positive, team orientated, and enthusiastic individual
• Good writing skills (for documenting the process)
• Good communications and consultancy skills
• Demonstrated ability to communicate effectively in both written and verbal means along with experience in making presentations in front of others;
• Can develop and maintain good relationships with key clients and partners;
• Outstanding interpersonal and organizational skills; also time management;