Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of providing services. Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations. As we navigate the digital era, we strive to revolutionize customer experiences, equipping our clients with a significant competitive advantage. 

Are you a confident IT leader who thrives in a fast-paced support environment and loves creating structure, coaching teams, and driving service excellence? At HGS, our IT Service Desk Manager plays a critical role in leading our 1st and 2nd Line teams to deliver outstanding support to colleagues across the business. Based on-site at our Woodstock, Cape Town office, you’ll take ownership of day-to-day service desk operations, ensuring tickets are resolved efficiently, SLAs are exceeded, and service quality continually improves. This is your opportunity to shape a high-performing team, strengthen processes, and influence how our IT services evolve as we continue to grow. If you're passionate about developing people, improving IT service delivery, and making a real impact, this could be the perfect next step in your career.

Please note, this is a permanent and fully on site role in Woodstock, Cape Town. It is only available for SA Nationals. 

Why choose us? 

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Plus, working with HGS comes with benefits like:

• Competitive Salary 
• Annual leave entitlement: 17 days upon commencement, and 20 days after 2 years
• Medical and/or Retirement Allowance (Company Contribution)
• Life and Funeral Cover (Company Contribution)
• Career advancement in a fast-growing organization
• People focused environment where you’ll make lifetime connections and friendships

What we are looking for: 

• Do you have proven experience managing a service desk team and driving high performance through coaching, development, and structured processes?
• Can you confidently act as the escalation point for complex technical issues, providing hands-on guidance to 1st and 2nd Line teams?
• Are you skilled at improving ITSM processes, enhancing knowledge bases, and ensuring SLA and KPI compliance?
• Do you thrive in a role where every day brings new challenges, collaboration across departments, and the chance to improve the customer experience?

If this sounds like you, we would love to receive your application.

Requirements:

• Demonstrated experience in an IT Service Desk Manager or senior team leadership role
• Strong background across Microsoft ecosystems, including Office 365, Azure AD, and SharePoint
• Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, LAN/WAN, VPN)
• Experience with ITSM tools such as HaloITSM or similar
• ITIL v3/v4 certified, with strong understanding of ITIL best practice
• Excellent communication, leadership, and stakeholder management skills
• Ability to manage escalations and provide hands-on technical support when required
• Experience developing documentation, knowledge articles, and training materials
• Comfortable working with offshore teams, supporting global time zones
• Awareness of Information Security and frameworks such as ISO27001
• Experience with cloud, telephony (VoIP/SIP/UCaaS), and MFA/security technologies
• Proficiency in PowerBI (advantageous)

#LI-BS1 #LI-Onsite

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.