Cape Town: Application Services Desk Manager posted by DLK Group

• Ensuring team productivity and performance is in line with agreed standards.
• Ensuring service delivery to the relevant departmental unit through monitoring of applicable SLAs.
• Ensuring effective workforce planning and adequate resource to meet the business requirements.
• Leading 1st line Service Desk employees to ensure optimal service delivery and resolution.
• Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order respond to the IT and business needs appropriately.
• Ensuring effective management of escalated incidents and communicating with related stakeholders, business and external vendors to resolve escalations.
• Ensuring that reports are compiled and analysed accurately in order to provide feedback on individual and overall team performance.
• Analysing trends and providing feedback to the relevant stakeholders to minimise technical demand to Service Desk; and
• Continuously reviewing areas of opportunity and present suggested improvements for the Service Desk.
  

Requirements

• NQF 6 or a Degree in Information Communication Technology (ICT) field incorporating (but not limited to) Information Systems;
  
• Minimum of 3 years’ experience in an Application Services Desk Manager role;
  
• BMC Remedy or similar software packages.