Application Services Desk Manager

The role of the Application Services Desk Manager encompasses many activities including (but not limited to):

Ensuring team productivity and performance is in line with agreed standards.
Ensuring service delivery to the relevant departmental unit through monitoring of applicable SLAs.
Ensuring effective workforce planning and adequate resource to meet the business requirements.
Leading 1st line Service Desk employees to ensure optimal service delivery and resolution.
Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order respond to the IT and business needs appropriately.
Ensuring effective management of escalated incidents and communicating with related stakeholders, business and external vendors to resolve escalations.
Ensuring that reports are compiled and analysed accurately in order to provide feedback on individual and overall team performance.
Analysing trends and providing feedback to the relevant stakeholders to minimise technical demand to Service Desk; and
Continuously reviewing areas of opportunity and present suggested improvements for the Service Desk.

Requirements:

NQF 6 or a Degree in Information Communication Technology (ICT) field incorporating (but not limited to) Information Systems;
Minimum of 3 years' experience in an Application Services Desk Manager role;
BMC Remedy or similar software packages.