IT Technical Service Desk Manager
IT Technical Service Desk Manager
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Salary Not Disclosed
1 Vacancy
Job Description
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 today.
Should you not hear back from us within 10 working days please consider your application as unsuccessful. We will retain your credentials for future similar roles.
Required Experience:
Manager
Employment Type
Full-Time
