Soft Service Manager jobs in Gauteng

Role Description

• Manage and oversee the day-to-day operations of the service desk, including ticketing systems, phone support, and email communications.
• Provide leadership, guidance, and mentorship to service desk staff, fostering a culture of accountability, teamwork, and continuous improvement.
• Develop and implement service desk policies, procedures, and best practices to ensure efficient and consistent service delivery.
• Monitor service desk performance metrics, analyze trends, and identify areas for improvement to enhance operational efficiency and customer satisfaction.
• Collaborate with cross-functional teams to resolve complex technical issues and escalations in a timely manner.
• Serve as the primary point of contact for major incidents, coordinating response efforts and communicating updates to stakeholders.
• Develop and maintain relationships with key stakeholders, including internal teams and external vendors, to ensure alignment of priorities and effective collaboration.
• Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and professional development for service desk staff.
• Stay informed about emerging technologies, industry trends, and best practices in service desk management to drive continuous improvement initiatives.
• Prepare and present reports, dashboards, and recommendations to senior management to communicate service desk performance and initiatives.

Role Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5 years of experience in service desk management or IT support roles, with 3-5 years in a leadership capacity.
• Proven track record of effectively managing service desk operations, including incident management, problem resolution, and customer service.
• Strong leadership skills with the ability to motivate and inspire a team to achieve departmental goals.
• Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels.
• Solid understanding of ITIL framework and service management best practices.
• Experience with service desk software and ticketing systems.
• Relevant certifications such as ITIL Foundation and upwards, SDI Service desk manager.

Application Question(s):

• Are you currently employed or unemployed?
• What is your notice period?
• What is your current salary?
• What is your expected salary?
• How many years of experience do you have in an SDM/ leadership role?

Education:

• Bachelors (Preferred)

Work Location: In person