Systems Service Desk Manager
15+ years of experience in IT Service and Support environment with expertise in Help Desk Administration, LAN Administrator Engineering, Service Desk Supervision, Service Desk Management, and Service Management Leadership. Strong background in ITIL framework implementation, financial management, budgeting, HR processes, continuous service improvement, and compliance management.
Systems Service Desk Manager - Kapsch ZA/Electronic Toll Collections/ETC/KTC - Centurion
(2017-11)
Implement and drive the Operations Maintenance Plan for the Systems Department and all supporting policies, procedures, and work instructions. Monitor and track operation of a Central Service Desk to receive, log and close all reported operational incidents in accordance with SLA's. Reduce the impact of service delivery on KPI's. Implement trouble shooting assigned technical infrastructure and application incidents for timeous end user resolution. Implement existing technical and operational processes in line with required improvement areas identified. Drive shift roster planning and communication to staff. Liaise with vendors/suppliers/end-users to ensure timeous resolution of trouble tickets. Ensure tickets are logged correctly and followed up upon. Conduct training on call scripts and service desk ops manual to minimize call handling time. Provide technical assistance to service desk operators. Supervise and ensure service delivery in a timely and efficient manner.
Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes. Analyze performance of Service Desk activities and documented resolutions, ide
IT Service Desk Supervisor - National Health Laboratory Services - Sandringham Edenvale
(2009-06 - 2017-10)
Manage 12 service desk agents. Ensure daily operations are done smoothly. Train, coach and motivate service desk agents. Attend to all HR processes, Performance Management, Leave, Disciplinary etc. Manage the service desk and ensure that availability is always at its optimal. Resolve all first line calls timeously or put a work around to the customer up and running as soon as possible. Draw SLA reports for the whole IT department and ensure that overall IT SLA is at agreed %.
Incident/major incidents and service requests. Handle all escalations. Draw up daily schedules, policy and procedures.
Assurance % of calls logged through the Service desk.
Supervisor First Line Support - Imperial Bank - Rivonia
(2007-11 - 2009-05)
Manage four First line agents. Two remote first line agents and two Run around agents. Deal with all escalations. Monitor first line queue. Draw up policies and procedures. Run all projects that directly involve service and support.
LAN Administrator - Imperial Bank - Rivonia
(2005-11 - 2007-10)
Helpdesk Administrator - Imperial Bank - Rivonia
(2004-07 - 2005-10)
MBA - Masters in Business Administration - Mancosa
PGD - Information Technology Management - Mancosa (2025)
BCOM - Information Technology Management - Mancosa (2022)
National Certificate in Information Technology: Technical Support - Information Technology - Bytes Technology Group (Midrand) (2004)
Fundamental Management Programme - Management - UNISA SBL (2007)
Diploma - Office Administration, Secretarial and Office Computing - Damelin
Senior Certificate - High School - Promat College (1997)
