Overview
Functional Head: IT Service Desk Jobs in Cape Town, Western Cape, South Africa at Hungry Lion
Title: Functional Head: IT Service Desk
Company: Hungry Lion
Location: Cape Town, Western Cape, South Africa
Role Overview
Hungry Lion is seeking a dynamic and experienced Functional Head: IT Servedesk to lead and transform its IT Service Desk into a high-performing, insourced first-line support function. This role will be responsible for overseeing the transition from an outsourced helpdesk model to an internally managed team, ensuring faster response times, improved service quality, and enhanced IT support capabilities across the business.
The ideal candidate will have a strong background in IT service leadership, strategic management, and change management. They will play a key role in developing a robust first-line IT support structure, coaching a newly established team, and driving operational excellence in IT service management.
Key Responsibilities
Service Desk Transformation & Strategy
Lead the transition from an outsourced IT helpdesk to an insourced model, ensuring a smooth operational shift
Develop and implement a strategic roadmap for the newly structured IT Helpdesk function
Define and establish Standard Operating Procedures (SOPs) and workflows for handling support requests from stores and internal teams
Enhance the ticketing system to support first-line resolution for existing and new IT services, software, and hardware
Align helpdesk operations with industry best practices, ensuring an efficient and customer-focused service model
Leadership & Team Management
Recruit, develop, and lead a team of first-line support technicians, ensuring they are equipped with the skills and knowledge to provide high-quality IT support
Foster a culture of accountability, continuous learning, and proactive problem-solving within the team
Provide leadership, training, and mentorship to upskill resources in IT service management
Technical Support & Incident Management
Oversee incident resolution, ensuring that technical issues and service requests are efficiently managed and resolved within established SLAs
Implement performance metrics to track helpdesk efficiency, service levels, and customer satisfaction
Develop proactive solutions to reduce recurring technical issues and improve service stability
Act as a point of escalation for critical IT incidents, ensuring timely resolution and communication with stakeholders
Continuous Improvement & Best Practices
Stay up to date with industry trends, emerging technologies, and IT service management best practices
Drive continuous improvement initiatives to enhance helpdesk efficiency and effectiveness
Implement automation and self-service solutions to streamline support processes
Develop a first-line support knowledge base to improve response times and empower users with self-help solutions
Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field
ITIL 3 Certification (or higher) is required
Proven experience in IT helpdesk or service desk management, with a strong background in leading and developing IT support teams
Demonstrated success in IT service transformation projects, including transitioning from outsourced to insourced models
Strong knowledge of IT service management (ITSM) frameworks, ticketing systems, and IT support best practices
Excellent leadership, change management, and problem-solving skills
Ability to manage multiple priorities in a fast-paced, customer-focused environment
Closing date: 12 March 2025
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