Managed Services Manager - Cape Town, South Africa - Believe Resourcing

Believe Resourcing

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About our client:

Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.

Their fingerprints can be found on technology in workplaces of more than 250,000 companies:
from start-ups to international conglomerates. With the breadth of products and services they offer, there is no request too big or too small.

About the role:

Responsibilities:

Manage and lead a team of Service Desk Analysts to achieve service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement strategies to improve service desk performance and efficiency.
Monitor and evaluate service desk metrics to identify areas for improvement.
Collaborate with clients to understand their needs and provide solutions that meet their requirements.
Provide coaching and training to service desk staff to enhance their skills and performance.
Ensure compliance with company policies and procedures.
Conduct regular performance evaluations and provide feedback to team members.
Handle escalated customer issues and ensure timely resolution.
Stay updated with industry trends and best practices in service desk management.

Requirements:

Awareness of ITIL methodologies and best practice
Good working knowledge of Microsoft Word, Excel and Outlook
Proven experience in service desk management, with a minimum of 5 in a managerial role.
Excellent communication and interpersonal skills.
Strong leadership and decisionmaking abilities.
Ability to work under pressure and meet deadlines.
Team focused a genuine passion for leading individuals to deliver excellence through

- continuous development and improvement

Effective communication and interpersonal skills with internal and external stakeholders
Creative and innovative problemsolving skills with an inquisitive nature
Analytical with attention to detail
Ability to work as a team to support and influence team members
A desire to take ownership and accountability to see your work through to resolution
Ability to work under pressure and to tight deadlines
A patient, tolerant and supportive team member

Package:
R600K to R650K/Annum

UK Hours: 24/7 shift work, including Public Holidays

Benefits: