GLOBAL SERVICE DESK MANAGER, CAPE TOWN

An international lifestyle concierge company based in Cape Town is seeking a world class Global Service Desk Manager to build and transform their global service desk capability within a fast paced, dynamic and demanding service orientated business.
The new Global Service Desk Manager role will be responsible for building, shaping and running a 24/7 global service desk team. This role will be responsible for, ensuring incidents are communicated and resolved effectively, developing and implementing service management processes (preferably aligned to ITIL), introducing new and innovative ways of developing and motivating our service desk staff and delivering improved quality of services for our end users.

REQUIREMENTS:
Strategic
• Assess the current structure of the service desk team
• Build a fully functional 24/7 service desk capability
• Perform an Initial assessment of current technologies and tools used to support the service desk function and recommend whether these are fit for purpose
• Assess current service desk processes and recommend an action plan to bring services in line with business requirements from a functional and operational perspective
• Working with global business partners, define and implement agreed service desk SLA’s
• Implement appropriate KPI’s and concise monthly KPI service desk reporting
• Implement solid service management processes ideally aligned with ITIL v3
• Take a proactive approach to internal customer support, dealing with potential issues before they happen
Operational
• Ensure outstanding levels of customer service and communication at all times
• Develop rigorous practices within the team. Ensure complete and accurate logging of all calls and incidents including resolution detail, evaluated against KPI’s
• Drive documentation of support procedures and guides by building an effective service desk knowledgebase
• Promote self-service and automation
• Effectively manage both the team and individuals in order to obtain a high performance culture while maintaining positive morale
• Must be willing to take a hands on approach
• Develop strong working relationships with business unit heads and other internal key stakeholders, and maintain effective communication channels on an ongoing basis
• Ensure service delivery processes and procedures, where applicable, are in compliance with PCI-DSS and other compliance requirements
• Champion continuous improvement methodologies, with the aim to always raise the bar
• Lead or attend service management and IT governance meetings

Experience & Certifications
• Preferably educated to a university degree or equivalent professional experience
• Strong leadership and team management skills, preferably in a service orientated business
• Excellent knowledge and practical experience across a range of problem, change and incident management scenarios
• Good technical background and working knowledge of Microsoft, apple operating systems, desktop applications, call centre and telephony.
• Managing global teams and supporting staff of c800 plus user base
• Thorough understanding of service desk software (preferably Atlassian suite, Jira Service Desk)
• Any relevant certifications, especially ITIL v3
Competencies
• Trustworthy and responsible
• Passionate about technology, operating and delivering an exemplary service desk function
• Ability to think outside the box
• Must be able to work under pressure in a fast paced and demanding environment
• Motivational leader, proven team builder
• Excellent verbal and written communications skills
• Tenacious
• Experience coaching and supporting team members, takes personal responsibility for development of individuals
• Ability to build effective working relationships across all levels of the business
• General business acumen
BENEFITS
• A competitive salary, benchmarked against a peer group of 10 of the most innovative technology companies
• A competitive benefits package including extra holidays (+5 after Y1, +3 in Y3, month-long paid sabbaticals after Y5 etc), a bonus for some roles, employer-contributed pension, discounted gym membership, etc
• An outstanding perks program too: we work with the very best brands in the world and their employee perks are taken directly from the types of things they do for clients including exclusive discounts, treats, access to gigs, invites to dinners, social events, industry employee rates at hotels / for flights, freebies, money-can’t-buy experiences, etc…