Service Desk Manager

Service Desk Manager

Job Title: Service Desk Manager
Location: Gauteng
Salary: 650000.00
Reference: JN -022017-7755
Job Published: April 19, 2017 08:38

Job Description

University Degree
ITIL Expert
COBIT (optional)
Minimum 6 years IT Service Management experience, where a minimum of 2 should be in a helpdesk manager role.
Problem-solver with good communication skills. Ability to interact with non-technical personnel to understand and translate their requirements to technical processes. Excellent verbal and written communication skills. Leadership skills. Program and Project Management, Business/Systems Liaison and Management/Strategy/Tools, Customer Relationship Management Strategy/Tools
  • Manage & maintain the incident, problem & change processes
  • Ensure quality end user support
  • Helpdesk SLA adherence
  • Reporting / Escalation of Problems / Incidents
  • Relationship building with Service Delivery Team and stakeholders

COMPETENCY TABLE (Ranked in order of  key critical competencies to important competencies)
Evaluating Problems
  • Explores a wide range of issues and asks probing questions; strives to find solutions to business problems.
  • Interprets data rationally and evaluates information objectively as the starting point for development and improvement.
Investigating Issues
  • Keeps up-to-date with trends and new developments in the industry, customer needs and professional expertise; takes up learning opportunities and develops specialist knowledge and skills.
  • Learns by doing and uses common sense when finding solutions to complex problems.
  • Focuses on continuously improving systems and practices; identify key issues; and makes intuitive judgments.
Providing Leadership
  • Decides on actions; willingly assumes responsibility and stands by decisions that are in the best interest the business and their department.
  • Directs people and coordinates groups to realize departmental goals.
  • Motivates individuals by empowering them; seeks to inspire people and groups; encourages personal growth.
Structuring Tasks
  • Develops tactical plans; sets clear priorities and keeps track of resources needed to accomplish objectives.
  • Behaves ethically, honours commitments and acts with integrity in all dealings with colleagues and customers.
Driving Success
  • Takes action to make things happen; uses initiative; shows drive and exerts extra effort to achieve Company objectives.
  • Seizes opportunities to add value, improves operational practices and reduces costs; shows an awareness of the bottom-line impact of decisions.
  • Strives to achieve outstanding results; acts with determination and persists through difficulties to achieve results.
Creating Innovation
  • Produces creative ideas and imaginative solutions to systemic problems.
  • Identifies the underlying principles and relationships between strategy and functional systems.
  • Anticipates and explores trends, opportunities and contingencies to develop operational strategies that meet stakeholder and customer needs.
Communicating Information
  • Persuades others and shapes opinions; seeks to negotiate with others in the best interest of the organisation.
  • Projects confidence and is articulate when having to explain things.
  • Questions assumptions and challenges established views about the effectiveness of practices and systems; is prepared to disagree.
Showing Resilience
  • Self-assured and confident, values own contributions.
  • Stays calm and composed in stressful situations.
  • Deals with conflict and resolves arguments; demonstrates self-insight and emotional control.

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