Service Desk Manager

About Altron Digital Business

At Altron Digital Business, we provide the enterprise-grade solutions that organisations need to operate, optimise, and transform into a resilient digital business.

Our purpose is to use technology to transform today into a simpler, safer and smarter tomorrow.

We are committed to providing the best solutions to save money and help our clients’ business grow with a robust IT ecosystem that supports digital transformation.

We are looking for a Service Desk Manager who plays a crucial role in ensuring the smooth onboarding of new employees into the organization. Responsible for setting up and configuring IT systems and providing initial technical support to ensure new hires have the necessary tools and resources to perform their roles effectively. Note: Due to text limitations, the Required Tasks and

Candidate Requirements below are abbreviated and includes, but is not limited to the following:

Responsibilities

• Ensure timely resolution of incidents and service requests in line with SLAs.
• Monitor and report on service desk performance metrics (e.g., first-call resolution, response times).
• Maintain accurate documentation of processes, procedures, and knowledge base articles
• Manage, coach, and develop service desk staff to build a high-performing team.
• Conduct regular performance reviews and provide training opportunities.
• Foster a culture of accountability, collaboration, and customer focus
• Drive improvements in customer satisfaction scores.
• Act as an escalation point for complex or high-priority issues.
• Communicate effectively with stakeholders regarding service desk performance and initiatives
• Identify opportunities to enhance service delivery through automation, process optimization, and new technologies.
• Implement ITIL best practices across incident, problem, and change management.
• Contribute to IT strategy by aligning service desk operations with business goals

Education

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).

Requirements

• 5 years proven experience in IT support, onboarding, or related roles.
• Strong technical skills in setting up hardware, software, and troubleshooting.
• Knowledge of operating systems, software applications, and IT security best practices.
• Excellent communication and customer service skills.
• Ability to work collaboratively in a team and manage time efficiently

Privacy and Diversity

Altron is committed to diversity and Employment Equity within the workplace. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.

Should your experience and qualifications align with the requirements, we will be in contact to discuss the next steps. Should you not receive feedback within 2 weeks, please consider your application as not successful.

In the meantime, we encourage you to explore our company's website.