Career Opportunities: Manager: Helpdesk and Incident Management (2994)

Requisition ID 2994 - Posted 

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APPOINTMENT TYPE:

Permanent

POSITION GRADE: Paterson D2

LOCATION: SANRAL, COC Offices, 36 Assegai Wood Road, Rooihuiskraal, Centurion, Gauteng

POSITION OBJECTIVE:

The Manager: Helpdesk & Incident Management is responsible for providing leadership, governance, and continual improvement of SANRAL's ICT Service Desk, Incident Management, Problem Management, Major Incident Management, Change Enablement, Knowledge Management and service quality across SANRAL’s national footprint. The incumbent is responsible for establishing service management standards, monitoring service performance, driving continual improvement initiatives, and ensuring alignment with ICT governance requirements, business priorities, and industry best practices.                               

MINIMUM REQUIREMENTS:

• NQF 7 Degree in Information Technology, Computer Science, or equivalent.
• ITIL Foundation.
• Cobit Foundation.
• Minimum 5 years' experience in ICT Service Management, ICT Support Services, or ICT Operations.
• Minimum 3 years' experience in a supervisory or team leadership role.
• Experience managing ICT Service Desk, Incident Management, Request Fulfilment, or related service management functions.
• Experience monitoring service performance, customer service, and operational support processes.
• Experience coordinating technical teams, service providers, and business stakeholders.

ADVANTAGEOUS:

ITIL Intermediate an added advantage.

WORKPLACE COMPETENCIES:

• IT Service Management
• ICT Infrastructure and Service Dependencies
• Reporting and Analytics
• Risk Management, Governance and Audit
• Vendor and Contract Management
• ICT Service Support Leadership
• Strategic Planning and Execution
• Stakeholder Engagement
• Financial and Resource Management
• Communication and Reporting
• Resilience and Decision-Making
• Strategic Thinking and Continuous Improvement
• Accountability, Customer Focus and Collaboration

KEY RESPONSIBILITIES:

ICT Service Desk Leadership

• Provide leadership and governance of SANRAL's ICT Service Desk, ensuring the delivery of responsive, customer-centric, and high-quality support services across the organisation.
• Establish, implement, and continuously improve Service Desk operating models, standards, procedures, and service delivery practices aligned to approved ICT service management policies and standards.
• Ensure the effective management of ICT incidents, service requests, enquiries, escalations, and communications through the Service Desk, acting as the single point of contact between ICT and business users.
• Drive service excellence through the achievement of service level targets, improved customer satisfaction, increased first-contact resolution, reduced response and resolution times, and enhanced service quality.
• Lead Service Desk resource planning, workforce management, and operational readiness to ensure the effective delivery of services and support across all business locations.
• Promote the adoption of self-service capabilities, automation, digital support channels, and knowledge management practices to improve user experience, operational efficiency, and service accessibility.
• Monitor and report on Service Desk performance through the establishment of service metrics, dashboards, trend analysis, and management reporting, ensuring proactive identification and resolution of service issues.
• Ensure effective stakeholder engagement, user communication, escalation management, and service restoration coordination during major service disruptions and high-impact incidents.
• Foster effective collaboration between the Service Desk, technical support teams, infrastructure teams, application support teams, vendors, and other ICT stakeholders to ensure seamless end-to-end service delivery.
• Ensure compliance with ICT service management standards, governance requirements, and audit obligations.

IT Service Management Practices Governance

• Provide oversight, coordination, and continual improvement of IT Service.
• Management practices, ensuring alignment with approved standards, policies, and ITIL best practices.
• Monitor and support the effective implementation of Incident Management processes to ensure the timely restoration of services and effective management of service disruptions.
• Oversee Problem Management activities to identify root causes, reduce recurring incidents, and improve overall service stability.
• Monitor the effectiveness of Request Fulfilment processes to ensure efficient and customer-centric delivery of standard service requests.
• Coordinate Major Incident Management activities, ensuring effective stakeholder communication, escalation management, service restoration, and post-incident review activities.
• Monitor compliance with ICT Change Enablement processes and governance requirements to ensure that changes are implemented in a controlled and risk-managed manner.
• Promote the effective use of Knowledge Management practices to support service delivery, problem resolution, self-service capabilities, and continual improvement.
• Oversee the IT Service Continuity Management activities, including continuity planning, testing, recovery readiness, and the implementation of improvement actions.
• Monitor and report on process effectiveness, compliance, risks, trends, and service performance across IT Service Management practices.
• Drive Continual Service Improvement initiatives through trend analysis, lessons learned, customer feedback, service reviews, and performance improvement opportunities.
• Ensure that IT Service Management practices support service quality, customer experience, operational effectiveness, and organisational objectives.

Planning and Reporting

• Develop and maintain annual operational plans, resource forecasts, and training roadmaps for all subfunctions.
• Develop and maintain ICT service performance dashboards and reports.
• Monitor SLA compliance, service availability, customer satisfaction, and service quality metrics.
• Coordinate service review meetings and governance reporting.
• Present service performance results to management and governance forums.
• Ensure service management practices comply with governance, audit, and regulatory requirements.

Leadership, People Management & Continuous Improvement

• Lead, coach, and develop direct reports and service management teams.
• Establish performance objectives and development plans.
• Foster a customer-centric and service-oriented culture.
• Drive continual service improvement initiatives.
• Promote innovation, automation, and operational efficiency.
• Ensure effective succession planning and capability development.

EMPLOYMENT REFERENCE CHECKS:

Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.

Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only. 

EMPLOYMENT EQUITY

Appointments will be made in accordance with SANRAL’s Employment Equity plan. 

SANRAL reserves the right not to fill any position

Closing date for applications:   24 July 2026

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