Are you an experienced Service Desk Manager in Cape Town, who knows how to keep clients happy and teams running like clockwork?
Do you thrive in fast-paced environments where no two days look the same?
This is your chance to take the lead on high-impact IT service delivery across enterprise environments, where client satisfaction, incident resolution, and strategic reporting sit at the heart of what you do.
We’re looking for a hands-on IT Service Desk Manager with strong service delivery experience, excellent communication skills, and the confidence to take full ownership of incidents, escalations, and continuous improvement initiatives.
You’ll lead a team that supports business-critical systems, work closely with clients, and ensure the smooth running of ticketing, onboarding, reporting, and SLA-driven operations.
Type: Permanent - Hybrid
Salary: Up to R40k pm
Area: Cape Town
What you’ll do
Client Relationship Management
- Build and maintain strong client relationships, setting expectations and managing escalations
- Act as a trusted advisor, identifying opportunities to improve service and strengthen partnerships
Incident & Ticket Management
- Oversee all client-facing tickets, ensuring fast and effective resolution
- Lead critical incident response, keeping clients informed and teams aligned
- Document and improve post-incident processes
Reporting & Delivery Oversight
- Track and report on SLAs, KPIs, onboarding milestones, and incident trends
- Produce timely, error-free reports for both clients and internal stakeholders
Service Optimisation
- Identify and drive performance improvements across service desk operations
- Implement and monitor tools and frameworks to maintain high service quality
Team & Cross-functional Collaboration
- Work closely with internal support, technical, and onboarding teams
- Ensure a seamless client journey from onboarding to ongoing support
Billing & Compliance
- Oversee accurate billing data across all reporting cycles
- Ensure data integrity and alignment with client contracts
Risk Management
- Proactively identify risks or service gaps
- Take action before small issues become big problems
What we’re looking for
- 2+ years’ experience in a Service Delivery, Customer Success, or IT Operations Management role
- Deep understanding of SLA-driven service environments, ITIL frameworks, and best practices
- Strong working knowledge of ticketing tools like AutoTask, Zendesk, or similar
- Proven ability to handle client-facing escalations and resolve complex issues
- Excellent communicator - clear, calm, and confident in both technical and non-technical conversations
- Strategic thinker who’s also comfortable getting stuck in and solving day-to-day issues
- Detail-focused and committed to delivering high-quality service and reporting
- Strong time management and task prioritisation under pressure
- Passionate about people, service, and building lasting client partnerships
What success looks like
- Consistently delivering services within SLA targets
- CSAT score of 90%+
- Reduced escalations through early risk detection
- Clear and timely communication during incidents
- Seamless onboarding for new clients with a 90%+ on-time completion rate
- At least two meaningful service improvements per quarter
- Clean, accurate billing and reporting
- Strong client and internal team relationships
Ready to take the lead?
If you’re a natural problem-solver who thrives in client-facing environments, we’d love to connect with you. Bring your energy, ownership, and strategic mindset - and help shape the future of IT service delivery in South Africa.
Job Types: Full-time, Permanent
Pay: R30 000,00 - R40 000,00 per month
Education:
- High School (matric) (Required)
Experience:
- Service Delivery, Customer Success, or IT Operations : 4 years (Required)
- SLA-driven, ITIL frameworks, and best practices environment: 3 years (Required)
- handle client-facing escalations and resolve complex issues: 3 years (Required)
- ticketing tools like AutoTask, Zendesk, or similar: 3 years (Required)
Work Location: In person
