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Service Desk Manager (1406)

Job Ref
279661
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 14 Jun 2018
Expiry Date 29 Jul 2018
* There have been 4 applications to this job.
* This job has been viewed 335 times.
Employer:
EOH Recruitment Solutions

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
  Service Desk Manager PermanentNorthern Suburbs  Our client is looking for the successful candidate to efficiently and effectivelymanage and support IT disciplines including - Incident Management, Problem Management and ITImplementation and Training. This organisation offers training and development opportunities,long-term career prospects and security of employment. The successful candidate must have 5 yearsplus in IT Service Desk experience, must have vendor Management experience and have knowledge ofretail process.             The role also requires proven leadership and peoplemanagement experience along with an ITIL qualification and / or IT qualification.  Jobobjectives   Incident Management Vendor Management Service Level Management Problem ManagementEscalation Management Team Management   Key performance: Incident Management To effectively andefficiently manage the IT Service Desk Manage Service Desk Shift Leads. Monitor the performance ofService Desk Staff Implement and manage an ITIL aligned Incident Management process and an ITILaligned Incident Escalation process Ensure Service Desk call resolution Service Level Agreements aremet Monitor and Manage all open Incidents and manage escalated incidents and stakeholderexpectations Manage all priority 1 incidents Produce daily, weekly and monthly incident managementreports Business owner for incident management tool, Remedy  Vendor Management For example -Responsible for Vendor performance Monitoring Service Level and Operational Level Agreements withVendors  Service Level Management For example - Responsible for Service Level ManagementEnsuring all Service Levels are set-up within Remedy Define and enforce escalation procedures withregards to service level management  Problem Management For example - Implement an ITIL alignedProblem Management process Ensuring Knowledge Database is maintained for future references  TeamManagement For example - Responsible for management of IT Service Desk Responsible for managementof IT Implementation Responsible for management of IT Problem Management  
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Role Description
  Service Desk Manager Permanent Northern Suburbs  Our client is looking for the successfulcandidate to efficiently and effectively manage and support IT disciplines including - IncidentManagement, Problem Management and IT Implementation and Training. This organisation offers trainingand development opportunities, long-term career prospects and security of employment. The successfulcandidate must have 5 years plus in IT Service Desk experience, must have vendor Managementexperience and have knowledge of retail process.             The role also requiresproven leadership and people management experience along with an ITIL qualification and / or ITqualification.  Job objectives   Incident Management Vendor Management Service Level ManagementProblem Management Escalation Management Team Management   Key performance: Incident Management To effectively and efficiently manage the IT Service Desk Manage Service Desk Shift Leads. Monitorthe performance of Service Desk Staff Implement and manage an ITIL aligned Incident Managementprocess and an ITIL aligned Incident Escalation process Ensure Service Desk call resolution ServiceLevel Agreements are met Monitor and Manage all open Incidents and manage escalated incidents andstakeholder expectations Manage all priority 1 incidents Produce daily, weekly and monthly incidentmanagement reports Business owner for incident management tool, Remedy  Vendor Management Forexample - Responsible for Vendor performance Monitoring Service Level and Operational LevelAgreements with Vendors  Service Level Management For example - Responsible for Service LevelManagement Ensuring all Service Levels are set-up within Remedy Define and enforce escalationprocedures with regards to service level management  Problem Management For example - Implementan ITIL aligned Problem Management process Ensuring Knowledge Database is maintained for futurereferences  Team Management For example - Responsible for management of IT Service DeskResponsible for management of IT Implementation Responsible for management of IT Problem Management  

Skills and Experience
Qualifications and Experience: ITIL or related Qualification National Diploma in InformationTechnology 5 years+ IT Service Desk experience 5 years Vendor Management 5 years Retail experience 5years+ Leadership and People Management Advanced knowledge of applications and knowledge of Retailprocess requirements   Skills: Strong verbal and written communications skills , attention todetail and interpersonal skills Has an analytical and logical “mindset” when dealingwith issues, excellent Customer Service skills and ability to work under pressure and meet deadlinesAbility to work independently, able to demonstrate initiative and a proactive approach to dailytasks and ability to deal with conflict  Contact:  Andrea.Messina@eoh.com



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