Service Desk Manager

Ekco

Cape Town, South Africa
Not specified; benefits: 25 days annual leave + pu...
Hybrid (3 days onsite in cape town)
Service desk management experience
Itil aligned team experience
Modern workspace technologies m365 intune
Ekco is seeking a Service Desk Manager in Cape Town, South Africa, to oversee the Group IT Service Desk operations that support over 1,000 staff across multiple regions. The ideal candidate should have strong technical skills, experience in ITIL-aligned environments, and a commitment to high standards in service delivery and customer service

Job Summary

  • This role involves managing the Group IT Service Desk operations supporting over 1000 staff across five regions while setting high standards for ticket quality.
  • The successful candidate will act as a primary escalation point, coach direct reports in Malaysia, Ireland, and the UK, and balance workload across different shifts.
  • Ekco offers benefits including 25 days annual leave, a company pension scheme, unlimited access to Pluralsight for development, and opportunities for international progression.

Matching Summary

Match Score: 85

Ekco is seeking a Service Desk Manager in Cape Town, South Africa, to oversee the Group IT Service Desk operations that support over 1,000 staff across multiple regions. The ideal candidate should have strong technical skills, experience in ITIL-aligned environments, and a commitment to high standards in service delivery and customer service.

Salary

Not specified; Benefits: 25 days annual leave + public holidays; Company Pension Scheme; Unlimited access to Pluralsight

Skills & Requirements

Must-have

  • Service Desk management experience
  • ITIL aligned team experience
  • Modern Workspace technologies M365 Intune
  • Azure Windows Server Active Directory
  • Fundamental networking knowledge
  • Hands-on technical support level 2

Nice-to-have

  • Strong collaboration and mentorship skills
  • Curiosity and continuous learning mindset
  • Fair and pragmatic escalation handling
  • High standards for customer service
  • Team player with global coordination experience

Key Requirements

  • 3+ years of Service Desk experience
  • 1+ years of management or team lead responsibilities
  • ITIL qualification or willingness to complete it
  • Degree in technical field (desirable)

Work Rights

Not specified

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