Thabo Mampane

I am an experienced IT professional with a strong background as a Customer Support Team Lead and Service Delivery Manager with ITIL, incident management, team leadership, desktop support and service desk experience across financial and healthcare environments. I have a solid educational foundation, including a National Diploma in Information Technology from Pretoria Technikon (TUT) and certifications such as ITIL Foundation V3 and V4.

Supervisor: ICT Service Desk at Financial Intelligence Centre (2012-10 – Present)

• Lead, mentor, and develop a team of service desk professionals, ensuring they are well-equipped to handle IT support requests efficiently and professionally.
• Oversee the resolution of technical issues and service requests, ensuring all incidents and requests are tracked, escalated when necessary, and resolved within service level agreements (SLAs).
• Continuously improve service desk processes, workflows, and procedures to ensure timely resolution of issues, reduce downtime, and enhance user satisfaction.
• Act as the point of escalation for complex or unresolved issues, coordinating with other IT teams (network, server, security, application support) to resolve more complex technical problems.
• Monitor and enforce adherence to SLAs for incident response and resolution, ensuring the service desk meets the agreed-upon performance targets.
• Track service desk performance metrics (ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service desk efficiency and identify areas for improvement.
• Work closely with other IT teams (network, infrastructure, application support, etc.) to resolve technical issues, improve internal processes, and contribute to long-term IT strategy.
• Implement and manage problem management processes to identify and address the root causes of recurring issues, minimizing future disruptions.
• Assist with budget planning for service desk operations, ensuring resources (staffing, software, hardware) are aligned with organizational needs and are used efficiently.
• Foster a customer-focused culture within the service desk team to ensure all employees receive exceptional support in a professional and friendly manner.
• Time keeping, adherence to rules, policies and procedures.
• Workforce management to ensure adequate staffing during support hours.
• Monthly one-on-one performance review with staff with a focus on performance improvements.
• Formal performance reviews bi-annual.
• Identify training needs to equip staff to provide efficient support.
• Support service Personal Development Plans.
• Coaching and mentoring.

Team Leader: IT Helpdesk at Metropolitan Health Group (2012-01 – 2012-09)

• Supervise the 1st line Helpdesk agents and 2nd line technicians.
• Manage the Helpdesk following the ITIL framework.
• Align technological requirements to the needs of business, suppliers, internal customers and third parties.
• Managing third parties and the work outsourced.
• Managing of telephony management and Incident Management systems.
• Time keeping, adherence to rules, policies and procedures.
• Provide technical support for infrastructure and systems.
• Provide leadership and support to technical team members.
• Provide technical support to Executives (eg Audio Visual Conference Room, Tablets, Mobile devices, IT Systems installations).
• Maximizing team productivity.
• Investigation of issues and complaints.
• Daily, weekly, monthly and quarterly reports.
• Development of KPA's and PDP's for agents in conjunction with Service Delivery Management.
• Ensuring service delivery to the business through monitoring of SLAs.
• Staff scheduling in accordance with business requirements.
• Checking phone logs.
• Managing and guiding the team to enable optimal service delivery.
• Management of escalated incidents and communication with related teams, business and external vendors.
• Coach and mentor team members.
• Conduct performance appraisals.
• Chair weekly team members meeting and provide feedback on operational functional matters.
• Project Management.
• Manage team members availability for consistent service delivery.
• Use Incident management system for tracking and managing user reported problems and requests.

IT Service Coordinator at Momentum (2008-11 – 2011-12)

• Supervision of Service Desk agents with regards to daily performance.
• Managing of telephony management and Incident Management systems.
• Time keeping, adherence to rules, policies and procedures.
• Escalation management.
• Investigation of issues and complaints.
• Development and modification of policies and procedures pertaining to handling of calls.
• Implement and monitor processes to enhance efficiency and effectiveness of service delivery.
• Maintaining the set SLA with clients, vendors and partners.
• Daily, weekly, monthly and quarterly reports.
• Development of KPA's and PDP's for agents in conjunction with Service Delivery Management.
• Attendance at client and management meetings when appropriate.
• Creating shift rosters.
• Checking phone logs.
• Work scheduling.
• Leave scheduling.
• Manage team members availability for consistence service delivery.
• Conduct performance reviews.
• Coach and mentor team members.
• Compile individual daily performance reports for quality improvement.
• Chair weekly team members meeting and provide feedback on operational functional matters.
• Assist in Business Continuity Planning and Disaster Recovery simulation activities.

IT Desktop Technician at Momentum (2006-12 – 2008-10)

• Installation, configuration, upgrade and support of end user computer hardware, software and peripheral devices.
• Respond to, and resolve end user desktop support requests and incidents.
• Document incident status and resolution information on the incident management system.
• Provide technical support to end users and team members.
• Implementation of proper operational processes.
• Implement & enforce IT/business policies and procedures.
• Set up e-mail and logging accounts on Active Directory.
• Reset passwords Active Directory.
• Allocate rights to end-users on networks resources.

IT Technician at Special Investigating Unit (2004-09 – 2006-11)

• Helpdesk / Remote Support.
• Installation and support of Microsoft Operating Systems (Windows 2000, XP) and MS Office suite (Office XP, 2003).
• Configure local and network printers, scanners and photocopiers.
• Schedule and perform maintenance on computer equipments.
• Install new software and software upgrades.
• Determine compliance of hardware with standard software.
• Identify non-compliance, advise customer on possibilities and recommend suitable action.
• Advise users in the usage of software/standard practices.
• Troubleshoot and solve software problems.
• Assemble Pc's and install pc's.
• Do first line technical diagnosis, repair/replace up to board level.
• Install new equipment as per installation.
• Identify, analyze and solve hardware problems.
• Advise end-users in correct usage.
• Determine feasibility of relocation requests and relocate.
• Upgrade hardware; check the compatibility with current hardware.
• Monitor the stability and reliability of upgraded hardware.
• Determine root cause of recurring problems and take corrective actions.
• Ensure that standard hardware is installed. Identify non-compliance and take corrective action.
• First line support for printing, scanning photocopying issues.
• Install and update virus protection software.
• Remove viruses from virus infected media.
• Identify problems, do root cause analyses and recommend corrective actions.
• Check that latest software, patches, and signatures are utilized.
• Maintain virus encountered register.
• Set up e-mail and logging accounts.
• Allocate rights to end-users on networks resources.
• Do cabling (Network cables, Network points, Telephone points and Fax lines).
• Activate and deactivate UTP points.
• Make straight and crossover cables.
• Identify, examine network problems and implement solution.

Desktop Engineer at MIT Services (Eskom Kendal and Kriel Power Station) (2002-10 – 2004-09)

System Analyst at Arivia.kom (2001-10 – 2002-09)

Matric – Hofmeyr High (1997)

National Diploma in Information Technology – Pretoria Technikon (TUT) (2000)

Networks Technician in N+ – Pretoria Technikon (TUT) (2003)

Diploma in Project Management – College Campus (2008)

Certificate in Leadership in the connection economy (NFQ Level 6) – University of Free State (Thinking Fusion) (2010)