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