Service Desk Manager

The Service Desk Manager oversees a number of key functions within the Operations Team that enables the delivery of a high-quality service to end users. The role requires ability to multi-task with many activities occurring simultaneously, which requires excellent leadership, time management and prioritization skills.

A typical day for a Service Desk Manager will be a combination of planned activities, operational management, and involvement in escalations and process exceptions.

This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the Service Desk Team to achieve those expectations to a high standard.

Responsibilities

• Oversee daily operations of the IT Service Desk, including monitoring performance metrics, ticket trends, and shift staffing to ensure balanced workload and optimal team capacity.
• Address SLA concerns by evaluating key metrics and ensuring targets are met monthly (end month).
• Act as the main escalation point for incidents and service requests—potentially spending up to 50% of the time managing escalations and customer satisfaction issues.
• Monitor incoming tickets and calls to identify broader trends, dependencies, and areas requiring attention.
• Develop contingency plans for major incidents, manpower shortages, scheduled outages, or business events.
• Continuously review and respond to customer feedback to improve service quality.
• Identify training needs and provide ongoing coaching to ensure a high-performing support team for both office and retail operations.
• Manage vendor relationships and oversee procurement of tools and software needed by the helpdesk.
• Analyse performance data to produce accurate reports and identify areas for improvement.
• Lead internal and vendor service reviews to track performance, drive improvements, and enhance quality and processes.
• Ensure future demand from business growth and projects are factored into service capacity planning.
• Drive and track completion of Service Improvement Plans.
• Handle staff management including scheduling, recruitment, mentoring, training, goal setting, and performance reviews.
• Provide regular and accurate management reporting on IT Service performance.
• Perform any other ad‑hoc tasks as required by Management.

Requirements

Technical Skills

Other Skills

Remuneration Package

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