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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