Job Description: Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order respond to the IT & business needs appropriately Job Responsibilities: Leading 1st line Service Desk employees to ensure optimal service delivery and resolution Ensure effective workforce planning and adequate resource to meet the business requirements Ensure service delivery to the business through monitoring of SLAs Ensure team productivity and performance is in line with agreed standards Input into the department strategy and initiatives Job Requirements: Strong people management and interpersonal skills A relevant IT qualification (minimum matric with MCSE) A strong commitment towards professional service delivery & customer service The ability to work in a highly-pressurised environment Excellent presentation skills 3-5 years proven management experience in an IT Helpdesk / Service Desk environment