Service Delivery Manager(Help Desk)

About the role

As Service Delivery Manager, you will oversee the daily operations of the help desk function, ensuring that service levels are met, customer satisfaction is maintained, and the team operates efficiently. This position is integral to our commitment to providing world-class IT support services and directly impacts client relationships and business continuity.

1. Manage and supervise the daily operations of the help desk team, ensuring optimal performance and adherence to service level agreements (SLAs)
2. Monitor and track key performance indicators (KPIs) such as ticket resolution time, first-contact resolution rate, and customer satisfaction scores
3. Schedule and allocate resources effectively to ensure adequate coverage and response times across all shifts
4. Conduct coaching, mentoring and training for help desk staff to enhance technical skills and customer service excellence
5. Escalate complex technical issues appropriately and work with senior technical teams to resolve critical incidents
6. Generate and analyse service delivery reports for management review and strategic planning
7. Implement process improvements and best practices to enhance help desk efficiency and effectiveness
8. Maintain communication with clients regarding service status, updates and any potential disruptions
9. Ensure adherence to company policies, procedures and information security protocols
10. Conduct performance reviews and provide feedback to team members to support their professional development

1. 10 years years of experience in IT help desk operations AND service delivery management roles
2. Proven track record of managing help desk teams and achieving or exceeding SLA targets
3. Strong knowledge of IT service management frameworks and best practices (ITIL certification preferred)
4. Excellent communication and interpersonal skills with the ability to engage effectively with both technical and non-technical stakeholders
5. Demonstrated proficiency in help desk ticketing systems and IT service management tools
6. Strong analytical and problem-solving capabilities with the ability to identify process improvement opportunities
7. Leadership skills with the ability to motivate and develop team members in a fast-paced environment
8. Proficiency in Microsoft Office Suite and basic knowledge of IT systems and infrastructure
9. Ability to work under pressure and manage multiple priorities simultaneously
10. Bachelor's degree in Information Technology, Computer Science, Business Administration or related field (or equivalent professional experience)
11. Excellent command of English, both written and verbal

What we offer

We believe in recognising and rewarding outstanding performance and commitment to service excellence.

About us

Our mission is to empower businesses through dependable technology support and strategic IT solutions that drive growth and operational efficiency.

Ready to apply?

If you meet the qualifications and are excited about joining our team, we encourage you to apply now. Please submit your CV, a cover letter highlighting your relevant experience, and any professional certifications to our recruitment team. We look forward to hearing from you.