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South Africa: Service Desk Manager (Hybrid)

South Africa: Service Desk Manager (Hybrid)

Posted on 2025-06-04 00:00:00

Employer Unspecified
Category IT / Computing / Software
Location ZA  / South Africa

Job Summary

Requirements: Proven 2 years experience in Service Delivery, Customer Success, or IT Operations Management Strong understanding of service delivery models, SLAs, KPIs, and ITIL practices Familiarity with ticketing systems (e.g. AutoTask ) and reporting tools Proven experience managing external client relationships , with a strong focus on service excellence and client satisfaction Confident and assertive in collaborating with internal teams to ensure service standards and delivery expectations are met Excellent written and verbal communication skills, with the ability to clearly translate technical information for diverse audiences Strong analytical skills with the ability to anticipate issues and proactively propose solutions Highly organized, with the ability to prioritize workloads and manage multiple tasks to meet tight deadlines Self-motivated and adaptable, able to work independently as well as collaboratively in a team environment Demonstrated ability to remain calm, make informed decisions, and think creatively under pressure Empathetic and customer-focused, able to understand and respond effectively to client needs and concerns Detail-oriented with a commitment to accuracy and quality in all deliverables Flexible and responsive to changing client and business priorities Takes full ownership of deliverables, outcomes, and client escalations with a solutions-driven mindset. Key Responsibilities: Client Relationship & Escalation Management Establish strong, trust-based relationships with clients, define interaction models and escalation paths. Identify early signs of dissatisfaction and implement strategies to improve client retention. Take ownership of service performance, ensuring customer expectations are met and exceeded. Reporting & Monitoring Manage service monitoring and escalation processes. Deliver accurate and timely service reports to internal stakeholders and clients. Track onboarding activities, milestones, and delivery timelines. Continuous Improvement & Feedback Gather client feedback and propose service enhancements. Analyze internal and third-party processes to identify opportunities for optimization. Implement performance improvement initiatives across delivery processes. Ticketing & Incident Management Ensure timely resolution of all client-facing tickets with clear, well-documented responses. Take leadership during critical incidents, coordinating with resolution teams and communicating status updates. Lead post-incident reviews and drive improvements based on lessons learned. Team & Cross-Functional Collaboration Act as the liaison between internal teams and clients regarding procedures and best practices. Assist with onboarding for new and existing clients, ensuring seamless integration and handover. Billing & Compliance Oversee and maintain billing processes and standards for daily, weekly, and monthly cycles. Ensure accuracy, completeness, and timely delivery of billing data. Risk & Issue Management Identify service delivery risks and implement proactive mitigation strategies. Prevent potential escalations through risk assessment and responsive action planning. Service Performance & Optimization Monitor and manage support functions to maintain high service levels. Ensure systems and methodologies are in place to support effective delivery. Maintain continuous alignment of services with client needs and contractual SLAs. Stakeholder Engagement & Strategic Oversight Drive internal and external stakeholder alignment to meet long-term service goals Take accountability for service delivery excellence and support future business growth

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