Service Desk Manager
Sabio
full-time
Posted on:
Location Type: Hybrid
Location: Cape Town • South Africa
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Tech Stack
About the role
- Line Manage the SD1 and SD2 Service desk within South Africa.
- Participate in recruitment process.
- Drive the South Africa Service Desk Performance to deliver against Global target operating model.
- Support and communicate global process and KPI’s, agreed across Global Service Desk Management team.
- Liaise with Department Leaders, Service Desk Management and Group service Desk Manager to adopt and deliver against the Global Service Desk target operating model.
- Collaborate with other Sabio departments - such as People department, IT Department.
- Help to maintain and enhance Global Service Desk training guides, pathways and other development materials.
Requirements
- Knowledge of Contact Centre Technologies such as Genesys, AWS or Twilio, Salesforce, Voice Automation and Conversational Bots.
- Strong project management capabilities.
- The candidate will demonstrate high level of accountability.
- Experience in multi-stakeholder environments, as well as excellent communication skills with a passion for learning and development.
- Analytical, organisational, and problem- solving skills.
- A good level of written and spoken English.
Benefits
- Remote/Flexible work
- Discovery Medical Aid
- Connectivity Allowance
- 15 days paid holiday a year- (this includes three Sabio days)
- Momentum EAP
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementanalytical skillsorganizational skillsproblem-solving skills
Soft skills
accountabilitycommunication skillspassion for learning and development