Service Desk Manager (Applications) at iOCO

Skills and Experience

What you’ll do:

• Implementing and managing change
• Developing, implementing, and reviewing core responsibilities and tasks
• Improving performance by raising efficiency and improving available tools to enable this.
• Analysing performance statistics and making decisions based on these statistics
• Liaising with supervisors, team-leaders, agents and third parties to gather information and resolve issues.
• Validating; correcting system-records
• Recording statistics and performance levels and preparing reports
• Coaching, motivating, and retaining staff.
• Planning and developing staff recruitment and liaising with HR.

Your expertise:

• 3-5 years proven management experience in an IT Service Desk environment, with a specific focus on application support.
• Proficiency in MS Office applications
• Ability to work well with people.
• Applying conflict-management skills.
• Prioritizing the work of others.

Qualifications:

• Grade 12
• ITIL VS 4

Qualifications preferred:

• ITIL Certified
• Diploma / Degree – Software Development