Financial Intelligence Centre (FIC)
Job Vacancy: Assistant Manager – Service Desk
Company: Financial Intelligence Centre (FIC)
Location: Pretoria, Gauteng
Job Type: Full Time
Field: ICT / Computer
About the FIC
The Financial Intelligence Centre (FIC) is responsible for protecting the financial system against abuse. Our mandate is to identify the proceeds of crime and combat money laundering and the financing of terrorism. We work to ensure a secure and transparent financial environment in accordance with the Financial Intelligence Centre Act.
Role Purpose
The Assistant Manager of the Service Desk will lead daily operations and manage the technical support team. The primary goal is to provide efficient service to users while following ITIL practices, internal policies, and Service Level Agreements (SLAs).
Key Responsibilities
Service Desk Operations
- Oversee daily activities, ensuring incidents and service requests are resolved on time.
- Monitor performance metrics and ensure the team meets agreed-upon service levels.
- Act as the main point of contact for major technical issues and escalations.
Process Improvement
- Analyze data to identify recurring technical issues and trends.
- Lead initiatives to improve workflows and enhance the user experience.
- Promote the use of self-service tools, automation, and knowledge sharing to increase efficiency.
Stakeholder & Team Management
- Build strong relationships with business partners to ensure ICT services meet their needs.
- Lead, mentor, and coach the service desk team to encourage professional growth and accountability.
- Manage team schedules, performance reviews, and training programs.
Reporting & Governance
- Prepare performance reports and dashboards for management.
- Ensure all activities comply with ITIL standards, security policies, and legal requirements.
- Identify potential risks and help manage the ICT risk register and audit requests.
Requirements
- Education: Bachelor’s degree in IT, Computer Science, or a related field (NQF Level 7).
- Certification: ITIL v3/v4 Foundation and Intermediate certifications are required.
- Experience: At least 5 years of experience in ICT service desk or technical support.
- Leadership: Minimum of 3 years in a supervisory or management role.
- Tools: At least 3 years of experience working with ITSM tools.
How to Apply
If you meet the requirements and are interested in this position, please submit your application through the official FIC career portal.