Support Service Team Manager Job Vacancy at Content+Cloud – South Africa

Are you looking for a great opportunity to guide and build a Service desk whilst providing support to one of our many clients?

As a well-seasoned Service Desk Team Manager, you will be managing a team of service desk engineers, ensuring support tickets are responded to within agreed SLA’s and making sure your team of well-equipped engineers are mentored and developed.

In showcasing your skills in line with your day-to-day tasks, you are providing support in the below areas:

Operational process support

• Ensuring conformance of incident and request-response and resolution/fulfillment to agreed best practice
• Monitoring team outputs and ensuring Quality Assurance remains in focus
• Actively look for ways to improve service and initiating them or bring them to the attention of others

Administrative Support

• The development, distribution and management of operational reports (daily; monthly; ad-hoc);

• Initiation of meetings with stakeholders to resolve issues or collaborate when required
• Documenting Appraisal meetings with each direct report a minimum of twice annually
• Delivery of clear and effective communication with a customer focus, in written and verbal formats

Governance and control functions:

• Demonstrate a high degree of people/relationship management focus and an ability to deal with an administrative workload
• Coach and help develop team members
• Active management of resource productivity

Support Service Team Manager Job Vacancy at Content+Cloud – South Africa

Experience and Knowledge Required

• A minimum of 3 to 5 years’ experience of working in or being exposed to a Service Desk environment

• Previous experience of working in a highly pressurised environment
• Natural organizer and process driven
• Verbal communication – professional phone manner and ability to match the customer’s style/level of communication
• Written communication – ability to write professional emails and document knowledge clearly and concisely
• Above average MS Excel/reporting package experience
• Calm but positive and responsive under pressure
• ITIL foundation certification

Click here for the list of benefits.

This is a remote-first hybrid role. See here for details about our C+C hybrid workstyle.

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