IT Service Desk Team Manager
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IT Service Desk Manager managing a team of 20 SDA , I have over 11 years experience in Leadership, Customer Service and Service Desk combined.
My skills are as per below.
03/2023 – 31/03/2025
Service Desk Team Manager, Pink Elephant Sandton
Executed team-related Human Resource activities including staff recruitment, leave management, and performance management.
Oversaw the seamless onboarding and offboarding process of new staff members, ensuring positive experiences for both clients and employees.
Devised, published, and managed the monthly staff roster, aligning it with customer needs, peak periods, and South African labour laws.
Motivated Service Desk staff to excel in daily performance against established targets, ensuring a high level of team engagement and productivity.
Facilitated the fair application of reward and recognition schemes, as well as disciplinary processes, to promote a culture of fairness and accountability.
Identified training and development requirements for team members,
formulating actionable plans to drive skill enhancement and professional growth.
Cultivated a high-performance team environment through continuous improvement initiatives and employee support.
Ensured staff had the necessary resources and access to tools and client systems to perform their roles effectively, maintaining operational efficiency.
Acted as the primary escalation point for staff, liaising directly with the
Service Delivery Manager to achieve common goals focused on customer service excellence.
Managed the flow of compliments and complaints from clients, providing valuable insights to the Service Delivery Manager for customer feedback.
Trained staff on Standard Operating Procedures (SOPs), ensuring adherence to processes relevant to Service Desk operations, with signed confirmations from all team members.
Reviewed and updated Service Desk SOPs to incorporate input from
Subject Matter Experts (SMEs) or the Service Delivery Manager, storing them in designated locations such as the ITSM Tool, SharePoint, or shared drives.
Operationally managed service delivery concerning Service Desk objectives, meeting SLAs and KPIs including ASA, Queue Wait Time,
MTTR, and FCR.
Sustained elevated levels of customer satisfaction by optimising the utilisation of toolsets, adhering to Service Desk standards, and following client-specific processes.
Identified, escalated, and implemented actions to mitigate operational risks, constructing daily and weekly client performance dashboards in line with agreed metrics.
Enhanced the quality of output from the team and individual agents,
collaborating with the Quality Assurance Analyst based on reports provided.
Ensured team compliance with QA requirements regarding call handling and ticket management as outlined in the Customer Scorecard.
Partnered with the Quality Assurance Analyst to uphold high-quality service standards through participation in calibration sessions and scheduling relevant training for staff.
Provided operational insights to upper management to facilitate informed decision-making regarding contract renewals.
Facilitated communication between 2nd Line Support and Development teams within the client environment, assisting in identifying and resolving known and unknown service desk issues.
09/2020 – 03/2023
Contact Centre Team Lead,
Implemented and achieved Service Level Agreements (SLAs) for all projects, ensuring timely and quality service delivery.
Established control measures to guarantee swift query resolution and prompt feedback within prescribed SLAs.
Managed the call logging process to maintain accuracy and responsiveness.
Oversaw data integrity for all customer-related information entered into the system.
Provided daily visibility on SLAs for major customers, ensuring transparency and accountability.
Compiled and presented monthly reports on service provision and valueadded metrics to guide clients effectively.
Documented policies and procedures on the intranet for easy staff access and adherence.
Monitored all customer portals to ensure seamless access and functionality.
Participated in review meetings to address missed SLAs and their justifications, fostering a culture of continuous improvement.
Monitored incoming calls and emails, addressing complaints/escalations,
troubleshooting issues, and offering relevant information.
Managed the departmental mailbox for all client queries, ensuring all calls were logged by the end of the business day.
Mentored staff, facilitating promotions, and professional advancement.
09/2017 – 08/2020
Led daily operations within the IT Service Desk Department, driving efficiency and service excellence.
Ensured SLAs were consistently met across all projects managed by the team.
Supervised a team of 8 Service Desk Agents, promoting accountability and proactive problem solving.
Encouraged staff to take ownership of user issues, fostering a proactive approach to customer service.
Provided regular and constructive feedback to clients based on service delivery metrics.
Generated daily reports on open tickets, reporting key findings to Service
Delivery Managers in a timely manner.
Evaluated and addressed high-priority calls and requests from the client,
ensuring rapid response times.
Handled escalations from customers, processing them efficiently to maintain service integrity and customer satisfaction.
Established collaborative relationships with third-party vendors to expedite the resolution of escalated incidents and queries.
Promoted a customer-first culture within the team through effective leadership and guidance.
Managed operational aspects of service assignments with the Service
Desk team, ensuring deliverables met client expectations.
Coordinated the planning of new projects, ensuring alignment with departmental objectives.
Trained new and existing staff on the policies related to new projects,
fostering a knowledgeable and compliant team.
Monitored progress on new initiatives, providing feedback and adjustments as necessary.
Compiled comprehensive reports for Service Delivery Managers, offering insights into performance metrics and operational effectiveness.
Oversaw client escalations, organising ticketing and product training workshops to enhance staff skills.
Developed training materials for educating staff on new projects and policies
02/2013 – 08/2017
Helpdesk Team Leader,
Managed the resolution of unauthorised deduction reversals, improving customer trust.
Logged incidents for merchant equipment malfunctions, contributing to a streamlined troubleshooting process.
Compiled daily, weekly, and monthly reports detailing departmental queries for management review.
Generated quality assurance reports to assess team performance and service delivery standards.
Delegated daily tasks effectively while providing support to team members with their queries.
Escalated customer complaints to higher management as necessary,
ensuring swift resolutions.
Conducted follow-ups with customers via telephone to ensure satisfaction with resolutions provided.
Captured client personal details accurately into the system to maintain upto-date records.
Monitored technicians’ responses to all queries, ensuring timely service delivery
IT Support Diploma - Completed
ITIL Foundation 4 - Completed
ITSM Course - Pending test
COBIT IT Governance - Completed
