Service Desk Manager

Date Posted [18-Jun-2012]

IT Lab

This post has expired! It was posted more than 30 days ago.

UK BASED EMPLOYER SEEKS STRONG PEOPLE MANAGER TO WORK IN THEIR CAPE TOWN OFFICES

IT Lab is seeking an experienced IT Service Delivery Manager – is that you?

IT Lab is the UK’s fastest growing SME IT services company based in London, England with offices in Cape Town. Driven by “Service Obsession”, we are also hell bent on being the best B2B services company in any sector. Being the best means having the best people, and getting the best people means being the best place to work.

THE BENEFITS FOR YOU…..

A package of R30k – R40k per month (dependent upon experience + NEGOTIABLE)
Working for an established London based employer
Working with London based clients (predominately)
Access to a healthcare scheme
Beautiful office base (waterfront view)
A chance to be a strategic player,criticalto this very fast growing, industry leader.
Paid work trips to London, UK!!!

YOU COULD BE RIGHT IF YOU…..

Have worked as a people manager on an IT helpdesk/service desk in the last 3 years
Have managed teams of 10+ people on a daily basis
Have a natural passion for motivating people to get the best out of them everyday
Have worked and (possibly) implemented the ITIL framework
Have been responsible for your department’s budget
Possess a natural business acumen

If this sounds like you PLEASE READ ON!

What Does a Service Delivery Manager Do?

Responsible for providing “Service Obsessed” support to our clients. Based out of our sunny Cape Town office, reporting to the London based Director of Operations, the Service Delivery Manager will provide strong management and leadership to the entire helpdesk team of approximately 60 Engineers based over 2 main sites, London & Cape Town, and a few remote agents. You will be responsible for driving performance against agreed Service Level Agreements (SLA’s), client satisfaction scores (measured through NetPromoter) and setting KPIs. Typical tasks include;

Working within the ITIL framework to develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.
Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.
Managing the demands of a busy service desk handling approximately 7000+ cases per month and growing
Implement methodologies to improve first call resolution
Scheduling, analysis and reporting for increased efficiency and effectiveness
Being the escalation point for client complaints
Day to day management of department budget
Liaising with internal departments in particular the Account Management teams.

WARNING: We DO discriminate – if you aren’t passionate about your work and career don’t apply for a job with us ‘cos you won’t get one.

If you think this role is for you then please apply!

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