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Service Desk Manager

Pedros Newlands East, KwaZulu-Natal

Full-time Closes 06 Nov 2026 · 16 days left

Newlands East, KwaZulu-Natal Full-time Closes 06 Nov 2026

This job is for a Service Desk Manager at Pedros, a restaurant company based in Newlands East, KwaZulu-Natal. The role involves managing the technical support team that helps Pedros stores, franchise partners, and the head office with technology issues, especially those related to point-of-sale (POS) systems and connected technology. You will also oversee the database administration team to ensure smooth operations and minimal disruptions for stores.

Key Responsibilities:
- Manage day-to-day operations of the service desk, ensuring all technology-related issues, especially those affecting POS systems, are logged, prioritized, and resolved within agreed service levels.
- Lead response to major incidents, such as POS outages or payment failures, coordinating with internal teams and vendors like Micros, Datasmith, and Transaction Junction.
- Oversee database administration for POS, back-office systems, and internal tools, ensuring security, availability, and performance.
- Lead, coach, and develop the service desk and database teams, setting performance goals and conducting regular reviews.
- Build and maintain a knowledge base of troubleshooting guides and FAQs to help stores resolve issues faster.
- Report on ticket volumes, service levels, database health, and store satisfaction to identify areas for improvement.

Requirements:
- At least five years of experience in IT service desk, technical support, or infrastructure roles, with at least two years of experience leading technical teams.
- Strong knowledge of POS systems in retail or quick-service restaurants, with experience in Oracle Micros Simphony being advantageous.
- Understanding of payment devices, store networking, and aggregator platforms.
- Working knowledge of database administration (such as Oracle, SQL Server, or PostgreSQL).
- Experience with IT service management tools (like Jira Service Management, Freshservice, or ServiceNow) and ITIL practices.
- Ability to manage vendors and service level agreements (SLAs) while staying calm and organized during high-pressure situations.
- Excellent communication skills to work with store managers, franchise partners, and technical teams.

Benefits:
- Permanent full-time position with opportunities for professional growth in a fast-paced restaurant technology environment.
- Work with cutting-edge technology and make a real impact on store operations across the Pedros brand.