Ops Spec: IT Service Desk TL

Business unit, Department, Reporting

Core Description

Responsible for leading a team delivering Service Desk offerings and solutions in accordance with operational and service level agreements. Must also ensure effective services are delivered according to the agreed contracts with clients by performing planning, people and SLA management

Key Deliverables / Primary Functions

• Manage procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems.
• Supporting team members; suggesting improvements for processes; training and mentoring team members.
• Liaising with vendors; installing and upgrading software and other requirements, and accessing software updates, and overseeing development and improvement process.
• Evaluate operational efficiencies, trends, work instructions and leverage on best practices for continuous improvement.
• Perform the customer liaison function related to client’s meetings and reviews, escalations, and service improvement plans in order to maintain client relations related to allocated area of responsibility.
• Prepare and present of monthly SLA and volume reports used for monthly customer meetings.
• Manage and motivate staff to ensure optimal performance against agreed targets.
• Manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team.
• Manage, and continuously improve quality of output of allocated team and individuals.
• Identify, escalate and implement activities to mitigate operational risks.
• Effectively manage compliments and complaints through corrective action including coaching, counselling, disciplinary hearing and monitoring
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
• Manage the team budget and provide financial reports as required.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

• 3 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level

OR

• Grade 12, with 5  years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements