Detailed description
The successful candidate will be responsible for the following key performance areas:

Manage the daily operations and activities of the SARB IT Service Desk to ensure that all IT service requests and incidents are addressed in a timely and efficient manner to maintain an exceptional customer service record.
Develop and drive the implementation of standard operating procedures (SOPs) for the IT Service Desk.
Develop and manage the implementation of process improvement plans.
Take responsibility for the IT Service Desk data analytics, reporting and procedure documentation.
Monitor, measure and enforce governance and compliance to IT service standards.
Drive the employee self-service and overall automation agenda as part of the continuous improvement in the IT Service Desk environment.
Build and manage key external and internal stakeholder relationships to ensure the delivery of quality service.
Participate in broader departmental/divisional projects to contribute towards the SARB’s business objectives.
Manage the performance of the third-party service provider in line with the business requirements and service standards.
Monitor and control the quality of the services provided by contractors as well as provide coaching where necessary.
Manage the training and development of the IT Service Desk team.
Provide input to resource planning, cost estimation, budget development and cost control.

QUALIFICATIONS
Job requirements
To be considered for this position, candidates must be in possession of:

a minimum of a Bachelor’s degree (NQF 7) in computer science, information systems or an equivalent qualification;
ITIL Foundation certification in IT service management; and
a minimum of 5–7 years’ experience in an IT environment.

Additional requirements include:
knowledge and skill in:

industry, organisational and business awareness;
quality assurance;
continuous improvement;
continued learning and/or professional development;
IT enablement planning; and
service management;
skills in:
infrastructure support;
operations; and
IT reporting; and 
management of third-party service providers.