Overview
Service Desk Manager Jobs in Pietermaritzburg, KwaZulu-Natal 3200 at MITS Institute
Here at MITS Institute, we serve as a corporate IT solutions enterprise, ranging in the industries of technological, business, cyber, cloud and security assessments. Handling multiple projects and being established for more than ten years; our team is expanding! We are looking for the perfect candidate to fill the shoes of Service Desk Manager. Although we are a remotely run business, this specific project requires an on-site position in the KZN Pietermaritzburg region, South Africa.
A Service Desk Manager is responsible for overseeing the operations and performance of the service desk, which provides support for users’ IT-related issues. Their primary goal is to ensure that users receive efficient, effective, and timely assistance. The Service Desk Manager is the bridge between the service desk team and the wider organization, ensuring smooth operations and contributing to a positive user experience.
Requirements:
Diploma/Degree in Information Technology
5 years working experience
ITIL Certificate in Foundation in IT Service Management
Responsibilities:
Lead and manage a team of service desk analysts, technicians, or support agents.
Oversee the resolution of user-reported incidents (e.g., software or hardware issues).
Coordinate with other IT teams or departments to resolve complex issues
Communicate with stakeholders about service status, outages, or ongoing issues.
Develop, implement, and refine standard operating procedures (SOPs) for service desk operations
Ensure compliance with company policies, service level agreements (SLAs), and industry standards.
Oversee the management and optimization of service desk software and tools (e.g., ticketing systems, knowledge bases)
Ensure that the service desk adheres to internal security policies and external regulatory requirements.
Maintain awareness of data protection and privacy concerns, ensuring that sensitive information is handled appropriately.
If you fit the criteria and think you would be a great fit to our growing team, please email your CV, along with certified copies of all qualifications and ID, to [email protected] with the subject line being the vacancy position
Job Type: Full-time
Work Location: In person
Title: Service Desk Manager
Company: MITS Institute
Location: Pietermaritzburg, KwaZulu-Natal 3200
Category:
