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IT Technical Service Desk Manager
Status StaffingCape Town, South Africa30+ days ago
Job descriptionProven track record of leading and motivating technical teams Experience in handling escalations and driving issue resolution Encouraging continuous learning and certification within teams Strong working knowledge of IT service management and automation tools Experience with directory services and scripting for task automation ITIL certification required Minimum of 2 years experience as a Helpdesk Manager or similar leadership role Manage and mentor service desk analysts and technicians Foster a culture of accountability, recognition, and continuous improvement Oversee the resolution of technical issues, including AVD, FSLogix, and Office deployments Ensure SLAs and OLAs are met, escalating issues when necessary Implement ITIL-based workflows for ticketing, escalation, and documentation Drive adoption of automation tools and self-service solutions Craft clear, audience-appropriate updates for incidents, outages, and resolutions Liaise with internal teams and external vendors to ensure seamless support delivery 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
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) :
Tools & Frameworks (ITIL, ServiceNow, SCCM, Active Directory, PowerShell) :
Certifications & Experience (ITIL Certified, Helpdesk Management) :
DUTIES :
Team Leadership & Development :
Incident & Problem Management :
Process Optimization :
Stakeholder Communication :
Reporting & Metrics :
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Technical Manager • Cape Town, South Africa
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