Manager: Service Desk (MCG) at Altron Bytes Systems Integration

Job Description

• We are looking for a Service Manager, overall service improvement of the Service Desk and is responsible for the effective and successful management of labour, productivity, quality control and safety measures as established and set for the Service Desk. Ensure safe and efficient operations.

Key Performance Area

• Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
• Anticipates and tracks operational and tactical risks and providing strategic solutions.
• Manages day to day business of the Service Desk department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.
• Works with Service Desk management team to help set and meet daily and quarterly goals.
• Plays a significant role in long-term planning, project status reporting, and implementing change control processes.
• Works closely with Senior Service Delivery Manager on other special planning and departmental projects.
• Oversees and reports weekly, monthly, quarterly, and annual metrics
• Identifies trends and assess opportunities to improve processes and execution.
• Completes reasonability testing and information validation prior to circulating findings and recommendations to the Service Desk management.
• Collaborates with other Service Desk team members to ensure seamless business execution, reinforce positive morale, and uphold company values
• Collaborates with transitions and onboarding team as needed.
• Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.
• Assesses a variety of situations and provide clarity to the Service Desk management team.
• Establishes and maintains credible, professional relationships with Service Desk management, internal business lines, and external vendors.
• Supports Service desk and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.
• Supports Service desk and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.
• Stays up to date on industry regulations, trends, and technology
• Works closely with management team to ensure all operational, administrative, and compliance functions within the Service Desk are being properly executed in accordance to regulatory-based best practices.​

CORE RESPONSIBILITIES:

Governance and Risk Management

• To ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
• Adhere to all Health and Safety Compliances

External Parties and Relationship Management

• Third Party Management.
• Customer Relationship management (Essential requirement)

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Team Members
• Service Desk
• Peers within the Group
• Operations Manager
• Service Delivery Manager

Reasons for Interaction:

• Collaboration and learning
• Allocation of Calls
• Collaboration on lessons learned
• Provide input and feedback
• Manage team members performance

External:

• Clients
• Third Party Service Providers

Reasons for Interaction:

• Assist with incident, request, and Project
• Work with Service Providers to provide resolution to End User

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric, Technical Support NQF Level 4; Diploma in Information Technology

Professional Qualifications

• CompTIA A+
• CompTIA N+
• ITIL 4 Foundation Certification
• Microsoft Azure Fundamentals – AZ900
• Microsoft Office 365 Fundamentals – MS900
• MTA: Windows Operating System Fundamentals (Windows 10)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Helpdesk Institute Manager - International - essential

Years of Experience

• 5 – 7 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365
• 5+ years IT operational experience and MS toolsets
• 15 Years of management experience

Other requirements

• Demonstrated skills, knowledge, and experience in working and managing others.
• Very Good Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
• Very Good knowledge of Technical Systems including MS systems and MS Applications
• Very Good troubleshooting and problem-solving skills
• Good Interpersonal Skills
• Have a strong set of hard technical skills
• Have a strong basis in current technology
• Strong influencing and conflict resolution skills.
• Excellent prioritization skills.
• Self-Motivated and disciplined
• Ability to work independently and within teams.
• Ability to impart and share knowledge and skills.
• Ability to work in a fast-paced environment and under pressure.

Behavioural Competencies               

The incumbent is required to have demonstrated the following competencies:

• Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication.
• Delivery: Translates business objectives into practical, prioritized and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
• Teaming:  Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes.  Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. 
• Leading & Managing Change:  Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

• English

End Date: October 31, 2024