Our client within IT & Telecommunications space is looking for an experienced Service Desk Manager to lead their team.
The successful incumbent will be managing the performance of the Service Desk to clients and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Minimum Requirements
- Relevant tertiary qualifications or IT certifications
- Must have a proven track record of 5 years’ experience as a Service Desk Manager leading a team of technical engineers/ technicians.
- A passion for leadership and developing people.
- Must understand SLA’s and KPI’s to always ensure delivery excellence.
- A passion for customer service and people’s person
- Ability to work under pressure.
- Must be able to multitask across multiple incidents
- Excellent written and verbal communication and profound interpersonal communication skills
- Strong at conflict solution
Desired Skills:
- IT service delivery
- service desk
- Service Delivery
- dashboard
- tickets
- Customer Support
- service desk manager
- Service Level Management
- Major Incident Management
- ticket
- Escalation Management
- Remote management
- Major Incident
- LANDesk
- SLA
- Service Desk Management
- Mobile telephony
- Service Delivery Management
- ITSM
- Service Level Agreements
- BES
- Service Desk