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IT Technical Service Desk Manager
IT Technical Service Desk ManagerStatus • Cape Town, Western Cape, South Africa
IT Technical Service Desk Manager

IT Technical Service Desk Manager

Status • Cape Town, Western Cape, South Africa
30+ days ago
Job description

Our client is seeking an experienced IT Technical Service Desk Manager to lead their dynamic support team based in Cape Town. This is a fantastic opportunity for a hands-on leader with a strong technical background in modern workplace technologies including VMware Veeam Office 365 and Intune. The successful candidate will be ITIL certified have at least two years experience in a helpdesk management role and be passionate about driving service excellence managing escalations and promoting continuous improvement across the support function.

A recent professional profile photo is to accompany your application

EMPLOYMENT TYPE : Permanent

SECTOR : IT

BASIC SALARY : R45 000.00 R60 000.00

START DATE : A.S.A.P / Immediate

REQUIREMENTS :

Technical Expertise (Terminal Server FSLogix Office 365 VMware Veeam Intune Microsoft Modern Workplace) :

  • Experience managing and supporting enterprise IT environments
  • Strong understanding of virtualization backup and cloud-based solutions
  • Communication (Incident Summaries Legal Documentation Team Messaging)
  • Ability to clearly document incidents and resolutions
  • Skilled in creating professional reports and internal communications

Leadership (Team Motivation Certification Promotion Escalation Management) :

  • Proven track record of leading and motivating technical teams
  • Experience in handling escalations and driving issue resolution
  • Encouraging continuous learning and certification within teams

    • Tools & Frameworks (ITIL ServiceNow SCCM Active Directory PowerShell) :

  • Strong working knowledge of IT service management and automation tools
  • Experience with directory services and scripting for task automation

    • Certifications & Experience (ITIL Certified Helpdesk Management) :

  • ITIL certification required
  • Minimum of 2 years experience as a Helpdesk Manager or similar leadership role

    • DUTIES :

    Team Leadership & Development :

  • Manage and mentor service desk analysts and technicians
  • Foster a culture of accountability recognition and continuous improvement

    • Incident & Problem Management :

  • Oversee the resolution of technical issues including AVD FSLogix and Office deployments
  • Ensure SLAs and OLAs are met escalating issues when necessary

    • Process Optimization :

  • Implement ITIL-based workflows for ticketing escalation and documentation
  • Drive adoption of automation tools and self-service solutions

    • Stakeholder Communication :

  • Craft clear audience-appropriate updates for incidents outages and resolutions
  • Liaise with internal teams and external vendors to ensure seamless support delivery

    • Reporting & Metrics :

  • Track key performance indicators (KPIs) such as first-call resolution ticket volume and customer satisfaction
  • Present data-driven insights into leadership to support strategic decision-making

    • Should you meet all the requirements apply on our website at today.

    Should you not hear back from us within 10 working days please consider your application as unsuccessful. We will retain your credentials for future similar roles.

    Required Experience :

    Manager

    Key Skills

    Editorial,Catering,B2C,Camp,Computer Engineering

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

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    It Manager • Cape Town, Western Cape, South Africa