Service Desk Manager
Pink Elephant
Other, Gauteng
Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Job description
Role Description
- Manage and oversee the day-to-day operations of the service desk, including ticketing systems, phone support, and email communications.
- Provide leadership, guidance, and mentorship to service desk staff, fostering a culture of accountability, teamwork, and continuous improvement.
- Develop and implement service desk policies, procedures, and best practices to ensure efficient and consistent service delivery.
- Monitor service desk performance metrics, analyze trends, and identify areas for improvement to enhance operational efficiency and customer satisfaction.
- Collaborate with cross-functional teams to resolve complex technical issues and escalations in a timely manner.
- Serve as the primary point of contact for major incidents, coordinating response efforts and communicating updates to stakeholders.
- Develop and maintain relationships with key stakeholders, including internal teams and external vendors, to ensure alignment of priorities and effective collaboration.
- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and professional development for service desk staff.
- Stay informed about emerging technologies, industry trends, and best practices in service desk management to drive continuous improvement initiatives.
- Prepare and present reports, dashboards, and recommendations to senior management to communicate service desk performance and initiatives.
Role Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 5 years of experience in service desk management or IT support roles, with 3-5 years in a leadership capacity.
- Proven track record of effectively managing service desk operations, including incident management, problem resolution, and customer service.
- Strong leadership skills with the ability to motivate and inspire a team to achieve departmental goals.
- Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels.
- Solid understanding of ITIL framework and service management best practices.
- Experience with service desk software and ticketing systems.
- Relevant certifications such as ITIL Foundation and upwards, SDI Service desk manager.
Application Question(s):
- Are you currently employed or unemployed?
- What is your notice period?
- What is your current salary?
- What is your expected salary?
- How many years of experience do you have in an SDM/ leadership role?
Education:
- Bachelors (Preferred)
Work Location: In person
Good to know
What does this customer service job pay?
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Do I need experience for customer service jobs in Other?
Many customer service roles in Other are open to candidates with little or no experience. Read the listing for its exact requirements.
How do I apply for this job?
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