Cape Town: Mid-Level Application Services Desk Manager posted by Sabenza IT & Recruitment

Purpose of the Role
The Application Services Desk Manager is responsible for leading and managing the Service Desk team to ensure the efficient delivery of IT support services. The role focuses on maintaining high service quality, meeting performance standards, managing incidents and escalations, and ensuring alignment with business and IT service delivery objectives.

Key Responsibilities

• Oversee team productivity and ensure performance aligns with agreed service standards and KPIs.
  
• Monitor and manage service delivery against defined SLAs to the relevant business unit.
  
• Conduct effective workforce planning to ensure adequate resources are available to meet business requirements.
  
• Lead and support 1st line Service Desk staff to ensure timely issue resolution and optimal service delivery.
  
• Oversee 2nd line Service Desk operations to ensure trend analysis and proactive responses to recurring IT and business issues.
  
• Manage escalated incidents efficiently, liaising with internal stakeholders, business units, and external vendors to achieve timely resolution.
  
• Compile and analyse performance reports to assess individual and team effectiveness and drive continuous improvement.
  
• Identify and analyse service trends, providing insights and recommendations to reduce demand on the Service Desk.
  
• Continuously review and implement improvements to enhance the efficiency, effectiveness, and customer satisfaction of the Service Desk.
  

Requirements

• NQF Level 6 or a Degree in Information Communication Technology (ICT), including but not limited to Information Systems.
• At least 3 years experience in an Application Services Desk Manager role.
  
• Proven experience with BMC Remedy or similar IT service management (ITSM) software tools.
• Sound knowledge of ITIL principles and IT service management processes.
  
• Strong communication and stakeholder engagement skills.
  
• Proficiency in service performance monitoring and reporting.
  
• Ability to manage escalations and drive continuous improvement initiatives.