Application Services Desk Manager

We require an Application Services Desk Manager to work for a contract role in Cape Town. * Ensuring team productivity & 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 & adequate resourcing to meet the business requirements. * Leading 1st line Service Desk employees to ensure optimal service delivery & resolution. * Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analyzing trends in order respond appropriately to the WCG’s IT & business needs. * Effectively managing & ensuring the resolution of escalated incidents & ensuring effective communication with related stakeholders, business teams & external vendors in this regard. * Ensuring reports are compiled & analyzed accurately in order to provide feedback on individual & overall team performance. * Analyzing trends & providing feedback to the relevant stakeholders to minimize technical demand to Service Desk. * Continuously reviewing areas of opportunity & presenting suggested improvements for the Service Desk. * 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, OR * One or more industry accredited course credential(s) that is/are relevant to the role of the Application Services Desk Manager. * Minimum of 3 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. * Ability to collaborate & work as part of a team. * Ability to be self-managed, ethical & honest. * Ability to be respectful & 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 & skills. * Experience & capability of leading IT technologies. Market related salary per hour. * 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, OR * One or more industry accredited course credential(s) that is/are relevant to the role of the Application Services Desk Manager. * Minimum of 3 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. * Ability to collaborate & work as part of a team. * Ability to be self-managed, ethical & honest. * Ability to be respectful & seek to build relationships. * Have a pragmatic approach to business transformation. * Strong presentation skills at board level or executive management level. * Relevant business development experienc