Application Services Desk Manager - 12 month contract

SUMMARY:
Application Services Desk Manager

POSITION INFO:

Our Client a Global Tech firm is seeking a Application Services Desk Manager to join their team in Cape town on a 12 month contract. They offer stability, competitive rates, growth and an excellent working environment.

You will work as part of a small team, reporting to the Application Services Manager. You''ll be responsible for delivering and managing an effective service desk and providing support to all applications and services delivered by the business. You''ll ensure that there is adequate capacity within your team so that we can meet demand whilst providing excellent service at all times.

Requirements

• Oracle exposure is essential (not as a skill but experience)
• Ensuring team productivity and performance is in line with agreed standards;
• Ensuring service delivery to the relevant departmental unit through monitoring of applicable Service Level Agreements (SLAs);
• Ensuring effective workforce planning and adequate resourcing 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 analyzing trends in order to respond appropriately to the Clients IT and business needs;
• Effectively managing and ensuring the resolution of escalated incidents and ensuring effective communication with related stakeholders, business teams, and external vendors in this regard;
• Ensuring reports are compiled and analyzed accurately in order to provide feedback on individual and overall team performance;
• Analyzing trends and providing feedback to the relevant stakeholders to minimize technical demand to Service Desk; and
• Continuously reviewing areas of opportunity and presenting suggested improvements for the Service Desk.
• Ability to collaborate and work as a part of a team;
• Ability to be self-managed, ethical, and honest;
• Ability to be respectful and seek to build relationships;
• Have a pragmatic approach to business transformation;
• Strong presentation skills at board level or executive management level;
• Relevant business development experience and skills; and
• Experience and capability of leading IT technologies.

Qualifications

• One or more tertiary qualification(s) issued by a registered tertiary institution
• that is/are relevant to the role of the Application Services Desk Manager (as defined in section 3.2 above); OR
• One or more industry accredited course credential(s) that is/are relevant to the role of the Application Services Desk Manager (as defined in section 3.2 above); AND
• A minimum of 3 (three) years experience in an Application Service Desk
• Manager or equivalent role, including, but not limited to, experience working with BMC Remedy or similar software packages.

NB! This job is now closed. You can apply for other jobs by uploading your CV.