Service Desk Manager

Service Desk Manager
Location: Century City Cape Town
Employment Type: Permanent
Salary: R25 000 R35 000 per month (depending on experience)
Start Date: ASAP

About Our Client
Our client is a dynamic and innovative technology services provider delivering reliable high-quality IT support to a wide range of businesses. They pride themselves on exceptional customer service fast turnaround times and creating seamless technology experiences for the organisations they partner with. As they continue to grow they are looking for a dedicated Service Desk Manager to take ownership of their support operations.

Job Description
The Service Desk Manager will oversee the daily operations of the service desk ensuring efficient handling of support tickets incidents and service requests. This role calls for a strong leader who can guide a technical support team maintain high service standards and drive continuous improvement. A hands-on approach excellent communication skills and a passion for service excellence are essential.

Key Responsibilities

• Lead manage and mentor the service desk team to deliver exceptional support.

• Oversee incident request and problem management processes.

• Ensure all tickets are logged prioritised escalated and resolved within agreed SLAs.

• Provide hands-on technical support when needed.

• Monitor service desk performance and compile weekly and monthly reports.

• Implement service improvements to enhance efficiency and customer satisfaction.

• Manage team scheduling workload distribution and resource planning.

• Conduct regular 1:1 sessions performance reviews and ongoing team coaching.

• Maintain strong communication with clients and internal stakeholders.

• Assist with onboarding new clients and ensuring smooth service transitions.

• Maintain and improve documentation SOPs and knowledge base content.

• Ensure adherence to internal processes and industry best practices.

Skills Experience and Qualifications

• Previous experience managing or supervising an IT service desk or technical support team.

• Solid technical knowledge across common IT systems networks and applications.

• Excellent customer service and communication skills.

• Ability to work under pressure in a fast-paced support environment.

• Experience working with SLAs KPIs and ticket management systems.

• Strong organisational skills with exceptional attention to detail.

• Proven ability to coach and motivate support staff.

• Strong problem-solving ability with effective prioritisation skills.

• ITIL certification is an advantage but not required.

• A proactive hands-on leader committed to maintaining high support standards.