Service Desk Manager

The Service Desk Manager position sits within the Real Estate Management division at the Durban University of Technology, specifically in the Facilities and Maintenance business unit. This permanent role is central to ensuring that the university’s physical environment supports its academic mission across its multi-campus presence in Durban and Pietermaritzburg. As a leading university of technology with a strong national and international reputation, DUT relies on efficient facilities management to keep its campuses safe, functional and conducive to teaching, learning and research. The Service Desk Manager leads the frontline function that receives, tracks and coordinates all maintenance requests, complaints and queries from across the university, acting as the single point of contact between building users and the maintenance teams who resolve issues.

To be considered for this role, candidates must hold a bachelor’s degree in computer engineering, electronic engineering or electrical engineering. They need at least two to five years of experience in system engineering integration, plus a minimum of two years in a supervisory or management capacity. Practical experience in engineering maintenance and operations is essential, as is familiarity with computerised maintenance management systems (CMMS). A valid Code B or EB driver’s licence is also required. This combination of engineering knowledge, systems expertise and leadership experience is necessary because the role is not purely administrative; it involves overseeing the technical platform that supports maintenance workflows and supervising the team that uses it.

The core duties are wide-ranging. The Service Desk Manager oversees daily service desk operations, ensuring every request is logged, categorised, prioritised and assigned accurately. They monitor performance against service level agreements and response time targets, and they develop and implement standard operating procedures. Managing the CMMS platform is a key duty, including maintaining data integrity, system configuration and user access, while coordinating with maintenance managers to ensure work orders are resolved promptly. The role also demands strong customer service and stakeholder management: the manager must ensure a professional, responsive and customer-focused experience, handle complaint escalations, build relationships with internal stakeholders across all campuses, conduct satisfaction surveys and communicate proactively about maintenance schedules and disruptions.

Reporting and data management form another major area of responsibility. The manager compiles daily, weekly and monthly reports on service desk performance, develops dashboards and analytics to track work order volumes and resolution times, and analyses service data to identify recurring issues and recommend preventive actions. They also ensure accurate records and document control, and provide management with actionable intelligence for decision-making. People management is equally important: the role involves leading, supervising and developing the service desk team, setting performance targets, conducting reviews, managing staff development, ensuring adequate staffing and scheduling, addressing performance issues and handling disciplinary matters in line with HR policies. The manager must also foster a positive, team-oriented, customer-focused culture.

Finally, the position carries a strong process improvement and quality assurance mandate. The successful applicant will identify opportunities to improve service desk processes, systems and workflows, implement quality measures such as call monitoring and work order audits, benchmark performance against industry standards, drive automation and digital transformation initiatives, and manage the implementation of system upgrades and new technology solutions. As a permanent position within a university that values people-centred engagement and innovation, this role offers the chance to contribute directly to the smooth operation of DUT’s campuses. While DUT strives to ensure equal opportunities, preference will be given to candidates in line with the university’s equity targets and employment equity plans.