IT Service Desk Manager - BSTD

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Manage the daily operations and activities of the SARB IT Service Desk to ensure that all IT service requests and incidents are addressed in a timely and efficient manner to maintain an exceptional customer service record.
• Develop and drive the implementation of standard operating procedures (SOPs) for the IT Service Desk.
• Develop and manage the implementation of process improvement plans.
• Take responsibility for the IT Service Desk data analytics, reporting and procedure documentation.
• Monitor, measure and enforce governance and compliance to IT service standards.
• Drive the employee self-service and overall automation agenda as part of the continuous improvement in the IT Service Desk environment.
• Build and manage key external and internal stakeholder relationships to ensure the delivery of quality service.
• Participate in broader departmental/divisional projects to contribute towards the SARB’s business objectives.
• Manage the performance of the third-party service provider in line with the business requirements and service standards.
• Monitor and control the quality of the services provided by contractors as well as provide coaching where necessary.
• Manage the training and development of the IT Service Desk team.
• Provide input to resource planning, cost estimation, budget development and cost control.

Qualifications

Job requirements

To be considered for this position, candidates must be in possession of:

• a minimum of a Bachelor’s degree (NQF 7) in computer science, information systems or an equivalent qualification;
• ITIL Foundation certification in IT service management; and
• a minimum of 5–8 years’ experience in an IT environment.

Additional requirements include:

knowledge and skill in:

• industry, organisational and business awareness; 
• quality assurance;
• continuous improvement;
• continued learning and/or professional development;
• IT enablement planning; and
• service management;

skills in:

• infrastructure support;
• operations; and
• IT reporting; and
• management of third-party service providers.