We empower our customers to fully optimise day-to-day operational tasks by providing best-in-class business and technology solutions, embrace innovation, reduce risk and further control costs. We design, implement and manage IT systems to enable organisations that rely on IT to grow and flourish. We provide services to manage our customers' entire IT infrastructures from servers and desktops to applications, data and networks. We also help customers throughout the IT investment lifecycle from initial strategy development and technology assessment, through to design, procurement and implementation. We are committed to delivering outstanding customer service - in fact our entire company vision is based on delivering services that make our customers smile. Our talented team of people and our structured intelligent business processes enable us to achieve this. The services and solutions we deliver are designed to help our customers to make better use of their IT, improve their operational efficiency and reduce their operating costs. We manage IT Systems / infrastructures to enable better business.
Role Summary
- Oversee the day-to-day operations of the service desk team, ensuring efficient omnichannel support delivery, SLA compliance, and user satisfaction across all business units.
- This role coordinates online and field support teams, drives performance management, ensures adherence to ITIL standards, and provides high-level support for executive users.
Key Responsibilities
- Supervise daily operations of the online and field support service teams, ensuring seamless issue resolution across channels.
- Monitor ticket queues, performance metrics, and escalation handling to meet or exceed SLA targets.
- Coordinate shift roasters, team availability, and workload balancing to ensure 24/7 coverage where applicable.
- Act as escalation point for complex user issues or complaints, including VIP user support.
- Conduct quality assurance checks on ticket resolution, user interactions, and knowledge base usage.
- Facilitate onboarding, training, and upskilling of service desk analysts.
- Track and report on key performance indicators (e.g, FCR, CSAT, queue wait time), recommending improvements as needed.
- Collaborate with IT service management, infrastructure, and application support teams to resolve cross-functional issues.
- Lead daily huddles, incident trend reviews, and continuous improvement sessions.
- Support development and review of knowledge articles, SOPs, and escalation paths.
- Champion a user-centric service culture aligned with our business needs and digital transformation goals.
Attributes & Requirements
- Education: Bachelor's degree in information technology, Computer Science, or related discipline.
- Experience: 5-7 years in IT support, with at least 2 years in a supervisory or lead role.
- Certifications: Required – ITIL Foundation. Preferred – Microsoft 365 Certified, CompTIA A+, or equivalent.
- Skills: Strong leadership, multitasking in high-volume environments, performance management, ITSM proficiency, and excellent communication.
Method of Application
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