IT Customer Services Manager – White‑Glove Service

About the role

Our client, a prestigious global law firm based in Sandton, seeks an experienced IT Customer Services Manager to lead a white‑glove IT service function across Johannesburg, Cape Town and Durban. The role combines senior leadership, technical credibility and stakeholder engagement to ensure seamless, premium IT 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.
• Champion a concierge‑level service culture, delivering consistent face‑to‑face, telephone, email, remote and self‑service support.
• Own and mature ITIL 4 service management practices: Incident, Service Request, Problem and Knowledge Management.
• Drive proactive stakeholder engagement, floor walks, VIP check‑ins and personally manage escalations involving senior partners.
• Develop and maintain the IT Service Catalogue and a comprehensive knowledge base.
• Use data‑driven insights to foster continual improvement and service excellence.

Required profile

• Proven senior leadership experience in an IT service desk or customer‑facing IT environment.
• Strong stakeholder management skills, especially with senior business leaders.
• Demonstrated ability to deliver premium, high‑performance IT support in a fast‑paced, mission‑critical setting.
• Excellent communication and problem‑solving capabilities.

Required skills

• ITIL 4 framework implementation and governance.