IT Service Desk Manager
Durpro Workforce Solutions
Durban, KwaZulu-Natal
Posted 22 July 2019

Job Details

Job Description

We are urgently recruiting for a suitably qualified and experienced IT Service Desk Manager in Durban.  


Responsibilities include:

  • Coordinate a fully integrated Service Desk
  • Ensure the delivery of Services in accordance with the company standards
  • Ensure compliance to all the Service Desk processes
  • Focus on consistent improvement of service levels
  • Monitor and improve administrative process for timeous and accurate processing
  • Manage and maximise team performance and development
  • 3rd level escalations internal and external
  • HR Matters including hiring and firing
  • Identification of skills required to fulfil the demands of the environment
  • Mentoring of the staff in the contact centre
  • Assist in project managing and transitions of new clients and services
  • Criss management
  • Ensure service continuity in accordance with company policies
  • Service performance reporting daily, weekly and monthly with recommendations for improvement
  • Responsible for Shift allocation and rosters
  • Audit preparation


Minimum Requirements:

  • Grade 12
  • Relevant IT qualification
  • ITIL Foundation Certification – essential
  • ITIL Service Operations of OSA
  • Service Desk or IT Call Centre experience
  • Management of a team of more than 20 staff
  • Exposure to call logging systems
  • SLA Management


Only shortlisted candidates will be contacted