We are looking for an experience IT Service Desk Manager in East London.

Requirements:
Relevant Tertiary qualifications preferably a degree in IT or commerce
Minimum 3-5 years relevant management work experience in Client Management and Service support.
Knowledge and understanding of the IT application environment with respect to systems development and databases
Ability to manage a large Client base and continuously enhancing business relationships
Understanding and/or exposure to financial and stock control systems, help desk environment including remote software support and service desk ticket logging system.
Proven staff management experience
Excellent communication skills.

Duties:
Manage the Clients service requests, incidents and queries logged
Manage and coordinate urgent and complex support issues.
To develop and mature the Ticket logging system escalation processes to ensure efficient escalation and information.
Ensure Service Desk Consultants are trained, coached and mentored including career development.
Setting performance standards, meeting defined metrics/benchmarks, and that standards and processes are followed to provide professional customer service.
Learn and understand all Private Sector software solutions in order to supply high level customer technical support.
Compile daily, weekly and monthly reports on Service Desk team’s productivity and ticket performance.
Conduct, review and manage Customer survey feedback to improve the services, tools and support experience.
Manage internal business unit relationships and dependencies on daily operational needs.
Manage and control the Service Desk unit operating costs and expense budget.
Implement initiatives that encourage an environment of innovation and continuous improvements in service delivery

Salary is market related - negotiable