IT Customer Services Manager – White-Glove Service

About the role

Our client, a prestigious global law firm based in Sandton, is looking for an experienced IT Customer Services Manager to lead a white‑glove, concierge‑level IT service across its Johannesburg, Cape Town and Durban offices. The role combines IT service management expertise with strong leadership and stakeholder engagement to ensure seamless, premium support for partners, fee earners and business services staff.

Key responsibilities

• Lead, mentor and performance‑manage a geographically dispersed team of eight IT Customer Services professionals.
• Deliver a concierge‑level service culture through face‑to‑face, telephone, email, remote and self‑service support.
• Own and mature ITIL 4 practices including Incident, Problem, Service Request and Knowledge Management.
• Administer and optimise the ManageEngine ServiceDesk Plus platform, ensuring accurate ticket handling and workflow automation.
• Maintain an up‑to‑date IT asset register, oversee vendor relationships and monitor SLA performance.
• Produce service performance reports, drive continual improvement and manage the IT Service Catalogue.

Required profile

• National Diploma or Degree in IT, Computer Science or related field.
• ITIL 4 Foundation certification (essential) and 8‑10 years of IT service management experience.
• 3‑5 years of leadership experience managing dispersed teams.
• Proven experience administering ITSM platforms such as ManageEngine ServiceDesk Plus or ServiceNow.
• Strong understanding of ITIL practices, vendor management and SLA governance.
• Preferred experience in legal, professional or financial services environments.

Required skills

• ManageEngine ServiceDesk Plus
• ServiceNow (or similar ITSM platforms)
• ITIL 4 Foundation (and preferably Managing Professional)
• HDI Support Centre Manager (advantageous)
• SAP
• BAS