IT Service Desk Manager

Requisition no.: 45
Job title: IT Service Desk Manager
Organisation: Infrastructure, Operations and Service Management Division
Department: Business Solutions and Technology Department

Brief description

The main purpose of this position is to manage the daily operations and activities of the South African Reserve Bank (SARB) Information Technology (IT) Service Desk.

Detailed description

The successful candidate will be responsible for the following key performance areas:

Manage the daily operations and activities of the SARB IT Service Desk to ensure that all IT service requests and incidents are addressed in a timely and efficient manner to maintain an exceptional customer service record.
Develop and drive the implementation of standard operating procedures (SOPs) for the IT Service Desk.
Develop and manage the implementation of process improvement plans.
Take responsibility for the IT Service Desk data analytics, reporting and procedure documentation.
Monitor, measure and enforce governance and compliance to IT service standards.
Drive the employee self-service and overall automation agenda as part of the continuous improvement in the IT Service Desk environment.
Build and manage key external and internal stakeholder relationships to ensure the delivery of quality service.
Participate in broader departmental/divisional projects to contribute towards the SARBs business objectives.
Manage the performance of the third-party service provider in line with the business requirements and service standards.
Monitor and control the quality of the services provided by contractors as well as provide coaching where necessary.
Manage the training and development of the IT Service Desk team.
Provide input to resource planning, cost estimation, budget development and cost control.

Job requirements

To be considered for this position, candidates must be in possession of:

a minimum of a National Diploma (NQF 6) in computer science, information
systems or an equivalent qualification;
ITIL Foundation certification in IT service management; and
a minimum of 57 years experience in an IT environment.

Additional requirements include:

knowledge and skill in:
industry, organisational and business awareness;
quality assurance;
continuous improvement;
continued learning and/or professional development;
IT enablement planning; and
service management;

skills in:

infrastructure support;
operations; and
IT reporting; and

management of third-party service providers.

How to apply
All interested parties are invited to apply.

Internal applicants MUST apply through the (HCM) Cloud Solution.
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External applicants MUST apply online, via www.resbank.co.za
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Select relevant position. You will see the Job Description and Requirements.
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Do not enclose copies of your identity document or qualifications with your application.

Shortlisted applicants will be subjected to a psychometric assessment, an appropriate reference check and a security clearance as part of the selection process.

The closing date for applications is 1 December 2023. Late applications will not be considered.

In line with the SARBs commitment to diversifying its workforce, preference will be given to suitable candidates from designated groups. People with disabilities are welcome to apply.

The SARB offers remuneration and benefits commensurate with the level of the position and in line with the market. The level at which the successful applicant will be appointed will depend on his/her competence and experience.