Mid-Level Application Services Desk Manager

Cape Town - South Africa

Monthly Salary: Not Disclosed

Experience Required: 4-5years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Purpose of the Role
The Application Services Desk Manager is responsible for leading and managing the Service Desk team to ensure the efficient delivery of IT support services. The role focuses on maintaining high service quality meeting performance standards managing incidents and escalations and ensuring alignment with business and IT service delivery objectives.

Key Responsibilities

Oversee team productivity and ensure performance aligns with agreed service standards and KPIs.
Monitor and manage service delivery against defined SLAs to the relevant business unit.
Conduct effective workforce planning to ensure adequate resources are available to meet business requirements.
Lead and support 1st line Service Desk staff to ensure timely issue resolution and optimal service delivery.
Oversee 2nd line Service Desk operations to ensure trend analysis and proactive responses to recurring IT and business issues.
Manage escalated incidents efficiently liaising with internal stakeholders business units and external vendors to achieve timely resolution.
Compile and analyse performance reports to assess individual and team effectiveness and drive continuous improvement.
Identify and analyse service trends providing insights and recommendations to reduce demand on the Service Desk.
Continuously review and implement improvements to enhance the efficiency effectiveness and customer satisfaction of the Service Desk.

Requirements

NQF Level 6 or a Degree in Information Communication Technology (ICT) including but not limited to Information Systems.
At least 3 years experience in an Application Services Desk Manager role.
Proven experience with BMC Remedy or similar IT service management (ITSM) software tools.
Sound knowledge of ITIL principles and IT service management processes.
Strong communication and stakeholder engagement skills.
Proficiency in service performance monitoring and reporting.
Ability to manage escalations and drive continuous improvement initiatives.

Required Skills:

Leadership & Team Management Service Delivery & SLA Management Analytical & Problem-Solving Skills Stakeholder & Vendor Management Working knowledge of ITSM tools IT infrastructure and support processes Strategic Thinking

Required Education:

NQF level 4 Or Diploma in ICT

Purpose of the RoleThe Application Services Desk Manager is responsible for leading and managing the Service Desk team to ensure the efficient delivery of IT support services. The role focuses on maintaining high service quality meeting performance standards managing incidents and escalations and en...

Key Responsibilities

Oversee team productivity and ensure performance aligns with agreed service standards and KPIs.
Monitor and manage service delivery against defined SLAs to the relevant business unit.
Conduct effective workforce planning to ensure adequate resources are available to meet business requirements.
Lead and support 1st line Service Desk staff to ensure timely issue resolution and optimal service delivery.
Oversee 2nd line Service Desk operations to ensure trend analysis and proactive responses to recurring IT and business issues.
Manage escalated incidents efficiently liaising with internal stakeholders business units and external vendors to achieve timely resolution.
Compile and analyse performance reports to assess individual and team effectiveness and drive continuous improvement.
Identify and analyse service trends providing insights and recommendations to reduce demand on the Service Desk.
Continuously review and implement improvements to enhance the efficiency effectiveness and customer satisfaction of the Service Desk.

Requirements

NQF Level 6 or a Degree in Information Communication Technology (ICT) including but not limited to Information Systems.
At least 3 years experience in an Application Services Desk Manager role.
Proven experience with BMC Remedy or similar IT service management (ITSM) software tools.
Sound knowledge of ITIL principles and IT service management processes.
Strong communication and stakeholder engagement skills.
Proficiency in service performance monitoring and reporting.
Ability to manage escalations and drive continuous improvement initiatives.