Service Desk Senior Manager

Job Responsibilities

• Command, manage and own Incidents, Requests, Problems, and Changes in accordance with the ITIL framework.
• Manage the delivery of support services to both ICT and business stakeholders.
• Manage relationships with various business stakeholders and coordinate all ICT Service Desk support activities.
• Contribute to the departmental budgets, expenses, cost evaluation, in particular for all Service Desk related projects.
• Provide regular reports of ICT Service Desk KPI’s in line with agreed SLAs to ICT Senior Management and business stakeholders with a vie for overall continuous improvement for the department.
• Provide technical guidance and support services on a range of Microsoft technologies.

Experience Required

• Must have a minimum of 4-5 years’ experience in a similar role with 8-10 years’ experience in IT roles.
• Experience in implementing ITIL/Service Management Frameworks
• Experience in a dynamic medium-large sized environment is an advantage
• Strong problem solving skills
• Knowledge of ITIL/Service Management frameworks implementation
• Technical knowledge of general ICT Services
• Hold a certificate or qualification in relevant IT products/technologies or equivalent experience
• ITIL certification or significant knowledge from previous work experience

Educational Requirements

• Ideally hold a Bachelor Degree in Computing, Engineering or relevant degree

Working Hours & Benefits

• Regular working hours. Office is Monday to Friday