IT Service Desk Manager - Johannesburg, South Africa - TradeLink Retail Systems Pty Ltd

Thabo Mthembu

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Thabo Mthembu

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Technical Proficiency:

  • Jira Administration: Ability to configure and manage Jira workflows, custom fields, permissions, issue types, and other settings to optimize its usage for the service desk.
  • ITIL Knowledge: Familiarity with ITIL processes, particularly Incident, Problem, Change, and Knowledge Management, to align service desk operations with best practices.


Leadership and Management:

  • Team Leadership: Experience in leading and motivating a team of support agents, ensuring they provide excellent customer service and meet SLAs.
  • Performance Management: Ability to set clear performance goals, provide constructive feedback, and conduct regular performance evaluations for team members.
  • Resource Allocation: Effective management of resources, including workload distribution, shift scheduling, and optimizing team efficiency.
  • Coaching and Mentoring: Capacity to coach team members, identify skill gaps, and provide training to enhance technical and soft skills.


Communication Skills:

  • Customer Communication: Strong communication skills to interact with customers, understand their needs, and provide clear explanations or solutions.
  • Stakeholder Engagement: Effective communication with crossfunctional teams, managers, and executives to provide updates on service desk operations and performance.



  • Issue Triage: Proficiency in quickly identifying and categorizing issues, prioritizing them based on urgency and impact, and assigning them to the appropriate team members.
  • Root Cause Analysis: Ability to perform root cause analysis on incidents and problems, utilizing Jira's reporting and analytics features to identify trends and recurring issues.


Process Improvement:

  • Process Optimization: Continuously review and enhance service desk processes, leveraging Jira's automation capabilities to streamline workflows and reduce manual efforts.
  • Data-Driven Decision-Making: Utilize Jira's reporting and dashboard features to gather insights, analyse performance metrics, and make datadriven decisions to improve service desk operations.


Project Management:

  • Project Coordination: Manage projects related to service desk improvements, upgrades, and integrations, using Jira to track project tasks, milestones, and deadlines.
  • Change Management: Implement changes to the service desk environment, ensuring smooth transitions and minimizing disruptions to endusers.


Customer-Centric Approach:

  • Customer Satisfaction: Focus on ensuring high levels of customer satisfaction by consistently delivering effective solutions and maintaining open communication.
  • Continuous Feedback: Gather customer feedback on service quality, using Jira to log and address feedback, and implement improvements based on insights.


Vendor and Tool Management:

  • Vendor Relations: Liaise with vendors for Jirarelated support, licensing, and updates, ensuring the software is uptodate and aligned with business needs.
  • Tool Integration: Collaborate with IT teams to integrate Jira with other tools and systems to improve overall workflow efficiency.

R30, R40,000.00 per month

Ability to commute/relocate:

  • Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)


  • Diploma (preferred)

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