Job Description

DUTIES AND RESPONSIBILITIES:

Team Leadership & Management:

• Manage the daily operations of the Service Desk team, including 1st and 2nd line support
• Build and maintain a cohesive team; coach, mentor, and develop staff
• Ensure the team is aligned with business goals and service objectives
• Lead by example, modeling the desired work ethic and professional behavior

Service Delivery & SLA Management:

• Ensure SLAs and other performance metrics are consistently met, identifying and rectifying any potential issues
• Track, analyze, and report on performance against SLAs and other key service metrics
• Coordinate escalations and resolve high-priority incidents in a timely manner
• Implement and monitor service improvement plans

Process & Continuous Improvement:

• Identify and implement process improvements to enhance service desk efficiency and service quality
• Ensure compliance with best practices, frameworks (e.g., ITIL), and relevant industry standards
• Drive the adoption of tools and technologies to improve service delivery

Reporting & Metrics:

• Generate regular reports for management on Service Desk performance, including ticket volumes, resolution times, and customer satisfaction
• Analyze trends and use data to identify areas for improvement

Stakeholder Management:

• Serve as the primary point of contact for all service desk-related issues within the organization
• Communicate effectively with key stakeholders, ensuring alignment with business objectives
• Manage relationships with external vendors and partners where applicable

Technical Support & Escalation Management:

• Oversee 1st and 2nd line technical support to ensure the efficient handling of incidents and requests
• Provide guidance and escalation support for the team on complex technical issues
• Collaborate with other IT teams to ensure seamless resolution of cross-functional issues

REQUIREMENTS:

• 5+ years of experience in IT technical support, including 2+ years in a managerial role
• Demonstrated experience managing 1st and 2nd line support teams
• Experience working under high-pressure environments and adhering to SLAs
• Strong background in ITIL or other relevant service management frameworks
• Technical Skills: In-depth knowledge of networking, internet protocols, and IT systems.
• Hands-on experience in troubleshooting technical issues across a range of technologies and platforms
• Knowledge of helpdesk ticketing systems and performance metrics reporting
• Familiarity with cloud technologies, VPNs, remote access, and desktop support
• Soft Skills: Strong leadership, communication, and interpersonal skills.
• Ability to coach and develop a team while fostering a positive and productive working environment.
• Excellent problem-solving skills with the ability to handle complex and escalated issues.
• High level of accountability and ownership for the Service Desk’s performance

Closing Date: 31 July 2025