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Service Desk Manager

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We are looking for an experienced Service Desk Manager to lead a team of mid-level to senior engineers, responsible for delivering a premium, "white glove" IT support service. This team manages the technical needs of high-profile clients, providing end-to-end support for all IT-related issues. The Service Desk Manager will lead a globally distributed team of 15 to 20 engineers and ensure seamless service delivery, applying best practices in IT service management.

This position requires a skilled individual with at least 5 years of service desk or service management experience, a strong understanding of ITIL best practices, and the emotional intelligence to handle high-profile clients.

Key Responsibilities:

  • Team Leadership: Manage a team of 15-20 mid-level to senior engineers who provide IT support across globally distributed locations, including the USA, UK, Luxembourg, South Africa, Singapore, and China.
  • Service Delivery: Lead the team in offering premium "white glove" support, ensuring that all service requests are handled efficiently, from ticket dispatching and escalation to vendor management.
  • ITIL Process Implementation: Drive the adoption and continuous improvement of ITIL processes, ensuring that the team adheres to industry best practices and meets auditor requirements.
  • Stakeholder Engagement: Work closely with financial teams and high-net-worth individuals to ensure satisfaction and address any service delivery challenges with a calm and assertive approach.
  • Continuous Improvement: Foster a service management-focused culture by identifying areas for improvement and implementing governance reporting to maintain a high standard of service.

Essential Qualifications and Skills:

  • Minimum 5 years of experience in service desk or service management roles.
  • Certified in ITIL Foundation Level; further certifications in Change Management and Problem Management are highly desirable.
  • Demonstrable experience in using ServiceNow ITSM, Microsoft 365, Microsoft Azure, and Microsoft Teams.
  • Strong leadership and emotional intelligence to manage both the internal team and external stakeholders.
  • Ability to drive process improvements and implement best practices under pressure.

Preferred Experience:

  • 5-7 years of experience leading a technical team.
  • ServiceNow administration experience is a plus.

This role demands a highly organized, process-driven individual who can thrive in a high-pressure environment and manage both operational and technical aspects of a service desk. If you are ready to take on this challenge and contribute to a prestigious organization, we invite you to apply.

Contract Type: FULL_TIME

Specialism: Technology & Digital

Focus: Infrastructure

Industry: IT

Salary: medical and retirement annuity

Workplace Type: Hybrid

Location: Cape Town

Job Reference: VL77MF-F6F1E412

Date posted: 01 October 2024

Consultant: Eloise Ladouceur

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