Job Description
Internal Team Manager
Position Overview
As an Internal Team Manager, you are responsible for the day-to-day supervision, coordination, and performance of a team of service desk engineers.
You will work closely with the UK-based Service Desk Manager to ensure that service levels are met, workloads are effectively managed, and the team operates in a consistent, customer-focused manner.
This is a hands-on leadership role, combining people management with active involvement in support delivery and issue resolution.
Salary & Benefits
The budgeted salary for this role is up to 41,666.66 ZAR monthly, depending on experience.
Click here for the list of benefits.
Hybrid working
We recognise the benefits that remote and flexible working brings.
We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.
Responsibilities
Line manages a team of approximately 4-5 service desk engineers
Challenge the engineers to develop new skills both technical and non-technical
Maintain CSAT scores in conjunction with the service desk manager
Conduct regular one-to-one meetings and performance reviews
Monitor team performance against KPIs
Support the ongoing development of team members (technical and soft skills)
Provide coaching, mentoring, and guidance to the team
Foster a positive, collaborative, and accountable team culture
Support Service Desk Management which includes both remote support, onsite support and end user device management
Supervise the day-to-day running of the service desk team
Ensure all tickets are logged, categorised, prioritised, and updated correctly in ServiceNow
Monitor workload distribution and ensure effective task allocation
Ensure incidents and requests are progressed within agreed SLAs
Support the team in resolving complex or high-priority issues
Act as an escalation point for technical or operational challenges
Monitoring ticket queues and KPI thresholds daily (ServiceNow)
Monthly reporting to Service Desk Manager teams KPI's and team health
Monitoring the equipment warehousing and hardware service in SA
Manage the team rota for onsite support
Business and ITSM Process management
Manage the execution of the service desk processes surrounding the team such as Joiners, Movers and Leavers ticket management (JML) for staff in SA
Ensure the team consistently meets agreed service targets, including:
SLA response and resolution times
Ticket backlog levels
Customer satisfaction scores
Monitor queue performance and take corrective action where required
Provide input into regular service performance reporting
Identify performance issues and implement improvement actions
Promote a high standard of customer service across the team
Ensure all user communication is clear, professional, and timely
Support the resolution of escalated user complaints
Encourage a customer-first mindset across all interactions
Qualifications & Experience
3+ years’ experience in an IT service desk or support environment
1–2+ years’ experience in a team lead or supervisory role
ITLv4 foundation certification
Strong experience working in ticket-based environments (e.g. ServiceNow)
Proven ability to manage workload and prioritise effectively
Experience working in SLA-driven environments
Strong troubleshooting and problem-solving skills
About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
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