Service Desk Manager

    Sep 9, 2026

    Government EntityDurban University of Technology
    LocationDurban, KwaZulu-Natal, Pietermaritzburg
    Reference Number199625
    SalaryMarket related
    Centre / LocationDurban, KwaZulu-Natal
    Source and Applicationdut.simplify.hr

    Division: Real Estate Management

    Business Unit: Facilities & Maintenance

    Minimum experience: Not Applicable

    Company primary industry: Higher Education

    Job functional area: Engineering

    Job Type: Permanent

    With more than 34400 students, and approximately 1700 members of staff, the Durban University of Technology (DUT) is a leading university of technology proudly located in the beautiful cities of Durban and Pietermaritzburg, along the warm east coast of South Africa. Founded in April 2002 through the historic merger of the former ML Sultan Technikon and Technikon Natal, DUT has evolved into a modern, metropolitan, multi-campus university with roots tracing back to 1907.

    Today, DUT is recognised nationally and internationally for its excellence in teaching and learning, research, innovation, entrepreneurship and engagement. A proud member of the International Association of Universities, DUT continues to expand its influence across South Africa and the world. In the 2025 Webometrics Rankings, DUT was ranked among the Top 6% of all universities and colleges worldwide, reflecting its academic excellence, research impact and strong global visibility.

    DUT’s Philosophy of Education, “Our creativity and innovation shapes adaptive graduates who transform society” reflects the institution’s deep commitment to meaningful impact for societal transformation. Guided by its inspirational and aspirational ENVISION2030 strategy, which is rooted in DUT’s DNA of being ‘people-centred and engaged’ and ‘innovative and entrepreneurial’ and underpinned by its bespoke Living Values Framework, DUT focuses on ‘contributing to the improvement of lives and livelihoods’.
    The University comprises six diverse Faculties:
    1. Accounting and Informatics
    2. Applied Science
    3. Arts & Design
    4. Engineering and the Built Environment
    5. Health Sciences
    6. Management Sciences
    DUT also includes a Business School and the award-winning Institute for Water and Wastewater Technology (IWWT), amongst other research centres and institutes, reinforcing its role as a hub for knowledge, innovation and societal impact. Over the years, the University substantially grown its research output, dominating the UoT sector. This is evidenced by the steady increase of NRF-rated researchers and the notable, unprecedented award of seven NRF SARCHi Chairs in 2025. This impetus helps us to remain deeply engaged with our communities glocally, thereby transforming societies and economies.

    At DUT, we believe in nurturing talent and empowering people to make a real difference. If you are passionate about contributing to education, research, innovation, entrepreneurship and engagement, DUT offers the ideal environment - Creative. Distinctive. Impactful.

     

     

    Real Estate Management

    POST:  Service Desk Manager

    Reference Number: 20001568

     

    Minimum Requirements:

    • Bachelor's degree in computer engineering, electronic engineering and electrical engineering.
    • At least 2-5 years' experience in system engineering integration.
    • At least 2 years' experience in a supervisory or management capacity.
    • Experience in engineering maintenance and operations.
    • Experience with computerized maintenance management systems (CMMS).
    • Valid Driver's License (Code B/EB).

     

    Key responsibilities:

    Service Desk Operations Management

    • Oversee the daily operations of the Facilities & Maintenance Service Desk.
    • Ensure all maintenance requests, complaints, and queries are logged, categorised, prioritised, and assigned accurately.
    • Monitor service desk performance against agreed SLAs and response time targets.
    • Develop and implement SOPs for service desk operations.
    • Manage the CMMS platform ensuring data integrity, system configuration, and user access.
    • Coordinate with maintenance managers to ensure timely work order resolution.

    Customer Service & Stakeholder Management

    • Ensure a professional, responsive, and customer focused service desk experience.
    • Manage complaint escalation processes and ensure timely resolution of stakeholder concerns.
    • Develop and maintain relationships with internal stakeholders across all campuses.
    • Conduct customer satisfaction surveys and implement improvement actions.
    • Ensure consistent and proactive communication regarding maintenance schedules and disruptions.

    Reporting & Data Management

    • Compile and present daily, weekly, and monthly reports on service desk performance.
    • Develop dashboards and analytics to track work order volumes, resolution times, and trends.
    • Analyse service data to identify recurring issues and recommend preventive actions.
    • Ensure accurate records management and document control for all service desk activities.
    • Provide management with actionable intelligence for decision-making.

    People Management

    • Lead, supervise, and develop the Service Desk team.
    • Set performance targets, conduct reviews, and manage staff development.
    • Ensure adequate staffing levels and work scheduling to maintain service continuity.
    • Address performance issues and manage disciplinary matters in line with HR policies.
    • Foster a positive, team oriented, and customer focused work culture.

    Process Improvement & Quality Assurance

    • Identify opportunities to improve service desk processes, systems, and workflows.
    • Implement quality assurance measures including call monitoring and work order audits.
    • Benchmark service desk performance against industry standards.
    • Drive automation and digital transformation initiatives for service delivery.
    • Manage the implementation of system upgrades and new technology solutions.

     

    Salary: Market related

    Contact Person: Ms ZJ. Ngcobo

    Status of Position: Permanent

     

     Applications should include:

    • A fully completed prescribed application form which can be obtained from ac.za (under the QUICK LINKS tab - @careers)
    • A detailed curriculum vita (explicitly stating experience or knowledge in the above-mentioned fields)
    • Covering Letter
    • Copies of all relevant academic records and certificates
    • ID Copy
    • Matric Certificate
    • Current contact information of referees

     

     Please note:

    While the DUT strives to ensure equal opportunities, preference will be given to suitable candidates in accordance with the University’s Diversity, Equity and Inclusion Policy and aligned to its strategic objectives.

     

    The Durban University of Technology reserves the right not to make an appointment.

     

    Correspondence will only be made with shortlisted candidates. If you do not receive communication from the University, please consider your application unsuccessful.

     

    Successful candidates will be subject to background checks, including qualification verification, reference checks, criminal record screening, and lifestyle audits for financially related positions. Submission of an application constitutes consent to these checks. The University may also require psychometric or other assessments where justified by the requirements of the position.

    Requirements

    Bachelor's degree in computer engineering, electronic engineering and electrical engineering. At least 2-5 years' experience in system engineering integration. At least 2 years' experience in a supervisory or management capacity. Experience in engineering maintenance and operations. Experience with computerized maintenance management systems (CMMS). Valid Driver's License (Code B/EB).

    Duties

    Service Desk Operations Management Oversee the daily operations of the Facilities & Maintenance Service Desk. Ensure all maintenance requests, complaints, and queries are logged, categorised, prioritised, and assigned accurately. Monitor service desk performance against agreed SLAs and response time targets. Develop and implement SOPs for service desk operations. Manage the CMMS platform ensuring data integrity, system configuration, and user access. Coordinate with maintenance managers to ensure timely work order resolution. Customer Service & Stakeholder Management Ensure a professional, responsive, and customer focused service desk experience. Manage complaint escalation processes and ensure timely resolution of stakeholder concerns. Develop and maintain relationships with internal stakeholders across all campuses. Conduct customer satisfaction surveys and implement improvement actions. Ensure consistent and proactive communication regarding maintenance schedules and disruptions. Reporting & Data Management Compile and present daily, weekly, and monthly reports on service desk performance. Develop dashboards and analytics to track work order volumes, resolution times, and trends. Analyse service data to identify recurring issues and recommend preventive actions. Ensure accurate records management and document control for all service desk activities. Provide management with actionable intelligence for decision-making. People Management Lead, supervise, and develop the Service Desk team. Set performance targets, conduct reviews, and manage staff development. Ensure adequate staffing levels and work scheduling to maintain service continuity. Address performance issues and manage disciplinary matters in line with HR policies. Foster a positive, team oriented, and customer focused work culture. Process Improvement & Quality Assurance Identify opportunities to improve service desk processes, systems, and workflows. Implement quality assurance measures including call monitoring and work order audits. Benchmark service desk performance against industry standards. Drive automation and digital transformation initiatives for service delivery. Manage the implementation of system upgrades and new technology solutions.

    Source / Circular Reference

    dut.simplify.hr

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