IT Help Desk Manager - StellenboschFull job descriptionWHO WE AREHungry Lion is a leading fast-food chain dedicated to providing high-quality meals and excellent customer service to our customers. As part of our commitment to continuous growth and expansion, we are rapidly expanding our presence and aim to operate over 600 stores within the next two years.ROLE OVERVIEWHungry Lion is seeking an experienced IT Helpdesk/Service Desk Manager to lead the establishment and operation of our new IT Helpdesk Department. The ideal candidate will have a strong background in IT support management, excellent leadership skills, and a thorough understanding of ITIL principles.DUTIES/ RESPONSIBILITIESEstablishment of Helpdesk DepartmentDevelop and implement strategies for the creation and operation of the Helpdesk Department.Define standard operating procedures (SOPs) and workflows for handling support requests from storesDesign and implement improvements to the ticketing systems and tools for efficient issue tracking and resolution.Team Leadership and ManagementRecruit, train, and mentor a team of support technicians to provide effective support services.Provide ongoing supervision, coaching, and performance evaluations to ensure high levels of productivity and customer satisfaction.Foster a collaborative and positive work environment that encourages teamwork and professional growth.Technical Support and Incident ManagementOversee the resolution of technical issues and service requests escalated from stores and internal stakeholders.Monitor help desk performance metrics and service level agreements (SLAs) to ensure timely resolution of incidents and adherence to established standards.Implement proactive measures to identify and address recurring issues and root causes.Assist in establishing and managing a first line support strategy. Hungry Lion aims to be independent of third party IT support over time, this position will play a central role in defining and implementing this strategy.Continuous Improvement and Best PracticesStay abreast of industry trends, emerging technologies, and best practices in IT service management.Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the Helpdesk Department.Promote the adoption of ITIL frameworks and methodologies to optimise service delivery and align with business objectives.REQUIREMENTSITIL Foundation certification or higher-level ITIL qualifications.Proven experience in IT helpdesk or service desk management roles, preferably in a fast-paced retail or hospitality environment.Strong knowledge of ITIL principles, incident management, and service desk operationsDemonstrated leadership abilities with the capability to inspire and motivate team members.Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse stakeholders.Proficiency in IT helpdesk/service management tools and ticketing systems.vHD8MFTddp
