About this role
Business unit, Department, Reporting
Business Unit
Operate
Department
IT Operations Centre
Job Grade
S6
Core Description
Responsible for leading a team delivering Service Desk offerings and solutions in accordance with operational and service level agreements. Must also ensure effective services are delivered according to the agreed contracts with clients by performing planning, people and SLA management
Key Deliverables / Primary Functions
- Manage procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems.
- Supporting team members; suggesting improvements for processes; training and mentoring team members.
- Liaising with vendors; installing and upgrading software and other requirements, and accessing software updates, and overseeing development and improvement process.
- Evaluate operational efficiencies, trends, work instructions and leverage on best practices for continuous improvement.
- Perform the customer liaison function related to client’s meetings and reviews, escalations, and service improvement plans in order to maintain client relations related to allocated area of responsibility.
- Prepare and present of monthly SLA and volume reports used for monthly customer meetings.
- Manage and motivate staff to ensure optimal performance against agreed targets.
- Manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team.
- Manage, and continuously improve quality of output of allocated team and individuals.
- Identify, escalate and implement activities to mitigate operational risks.
- Effectively manage compliments and complaints through corrective action including coaching, counselling, disciplinary hearing and monitoring
- Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
- Manage the team budget and provide financial reports as required.
Core Functional Skills & Capabilities
Customer Service Risk Management Team Management IT Service Management Service Level Agreement (SLA) Management
## Core Behavioural Competencies
Delivering Results & Meeting customer expectations Leading and supervising Analysing Planning & Organising Job Match Applying expertise & Technology
## Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology NQF 4: Grade 12 National Diploma
## Additional Education -Preferred /Advantage
Experience
- 3 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level
OR
- Grade 12, with 5 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level
Certifications
ISO 9000 ITIL Foundation
## Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Ability to speak foreign languages (French, Spanish, Portuguese) is an advantage
## Workplace / Physical Requirements
Billable Hybrid Remote Worker