Team Manager

Job Description:

Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order respond to the IT & business needs appropriately

Job Responsibilities:

• Leading 1st line Service Desk employees to ensure optimal service delivery and resolution
• Ensure effective workforce planning and adequate resource to meet the business requirements
• Ensure service delivery to the business through monitoring of SLAs
• Ensure team productivity and performance is in line with agreed standards
• Input into the department strategy and initiatives

Job Requirements:

• Strong people management and interpersonal skills
• A relevant IT qualification (minimum matric with MCSE)
• A strong commitment towards professional service delivery & customer service
• The ability to work in a highly-pressurised environment
• Excellent presentation skills
• 3-5 years proven management experience in an IT Helpdesk / Service Desk environment