Mavis Thandi Ngobeni
Johannesburg
Summary
Responsible Service Desk Manager/ Service Management Adm with 15 years’ experience leading multi‑client service desk operations across South Africa and Africa. Also acted as Head of MSD for two months. Currently Acting SDM for Illovo (ABF Sugar), managing weekly–quarterly service reviews, escalations, and performance of SDMs, coordinators, and agents. Also Service Centre Manager for ABEC, ISF (shared Desk) and also managing the internal Pink Elephant desk.
Overseeing service delivery for Assupol, A&O IT, Sibanye‑Stillwater, Stefanini Africa, Southern Sun, and King Price, with direct leadership of agents, team leaders, and QA analysts.
Skilled in ITSM platforms Halo, Servicely, ServiceNow, and Remedy, with strong telephony experience across CCOD, Euphoria, and AWS Connect. Certified in ITIL V3, ITIL V4, and Service Desk Manager, with a strong focus on SLA governance, operational optimisation, and continuous service improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Service Desk Manager / Service Centre Manager / Service Management Administrator
Pink Elephant
Johannesburg, Gauteng
2025.07 - 2026.07
- Acted as Head of Managed Services Desk for 3 months and currently 2IC to Head of Managed Services Desk.
- Manage multi-client service desk operations across South Africa and Africa.
- Oversee service delivery for Assupol, A&O IT, Sibanye-Stillwater, Stefanini Africa, Southern Sun, and King Price.
- Service Centre Manager for ABEC, ISF (Shared Desk), and internal Pink Elephant desk.
- Manage Service Desk Managers, coordinators, team leaders, QA analysts, and agents.
- Conduct weekly, monthly, quarterly, and annual service review meetings.
- Ensure compliance with SLAs, KPIs, and contractual obligations.
- Handle customer escalations and major incidents.
- Produce operational reports, dashboards, and performance metrics.
- Drive Continuous Service Improvement (CSI) initiatives.
- Administer ITSM platforms including Halo, Servicely, ServiceNow, and Remedy.
- Manage telephony platforms including CCOD, Euphoria, and AWS Connect.
- Support audits, governance activities, and process documentation.
- Collaborate with customers and stakeholders to improve service quality.
- Liaised between customers and technical teams for swift issue resolution.
- Managed team of technicians to ensure timely resolution of customer queries.
- Trained staff on latest technologies, ensuring top-notch customer service delivery.
- Provided first-line support for network issues, enabling continuous business operations.
- Oversaw hardware and software installation tasks, ensuring minimal disruption to business activities.
- Led weekly meetings, fostering effective communication within the team.
- Streamlined incident management process, reducing downtime significantly.
- Coordinated with other IT teams for complex issue resolution, improving overall efficiency.
Service Desk Manager & Incident Coordinator
Dio-Point
2024.10 - 2025.07
- Managed overall service desk operations and customer service delivery.
- Coordinated major incidents and communicated with stakeholders.
- Monitored SLA performance and service quality.
- Conducted service review meetings and escalation management.
- Prepared monthly operational reports and KPI dashboards.
- Implemented continuous service improvement initiatives.
- Managed customer relationships and contractual obligations.
- Supported resource planning and operational governance.
- Streamlined incident management process, reducing downtime significantly.
- Instituted standard operating procedures for service desk functioning.
- Managed team of technicians to ensure timely resolution of customer queries.
- Coordinated with other IT teams for complex issue resolution, improving overall efficiency.
- Developed technical manuals for staff training, enhancing their problem-solving skills.
Service Desk Team Leader & Incident Manager
Altron
2023.04 - 2024.10
- Managed incident lifecycles and coordinated major incidents.
- Led service desk teams to ensure operational efficiency.
- Facilitated incident reviews and root cause analysis sessions.
- Ensured timely restoration of services and minimized business impact.
- Tracked incident trends and implemented preventative measures.
- Prepared incident and service performance reports.
- Worked closely with internal and external stakeholders.
- Ensured compliance with agreed service levels.
- Utilised incident management tools effectively, accelerating ticket resolution times.
- Facilitated inter-departmental collaboration to resolve complex issues quickly.
- Advanced the service desk's function by adopting ITIL best practices.
- Developed a comprehensive knowledge base for quicker troubleshooting.
Acting Service Desk Manager
Altron
2022.09 - 2023.04
- Managed daily service desk operations and service delivery.
- Oversaw team leaders and service desk analysts.
- Conducted weekly and monthly service review meetings.
- Managed customer escalations and stakeholder relationships.
- Monitored KPIs, SLAs, and service performance metrics.
- Implemented process improvements and service enhancements.
- Produced management reports and dashboards.
- Supported strategic planning and operational governance.
Senior Desktop Support Technician
Altron
2019.10 - 2022.05
- Led and supervised service desk analysts to ensure quality service delivery.
- Monitored incident queues and team performance against SLAs.
- Conducted coaching, mentoring, and performance reviews.
- Managed escalations and major incidents.
- Prepared operational and performance reports.
- Ensured adherence to ITIL processes and best practices.
- Coordinated shift schedules and resource planning.
- Drove continuous service improvement initiatives.
Senior Desktop Support Technician
Merchants
2017.10 - 2019.10
- Provided first and second-line technical support to end users.
- Installed, configured, and maintained desktops, laptops, printers, and peripheral devices.
- Managed user accounts, email accounts, and access permissions.
- Diagnosed and resolved hardware, software, and network-related issues.
- Logged and managed incidents and service requests using ITSM tools.
- Ensured compliance with SLA targets and service standards.
- Escalated unresolved issues to relevant support teams.
- Performed system upgrades, patching, and preventive maintenance.
- Created and maintained technical documentation and procedures.
- Delivered excellent customer service and user support.
Senior Desktop Support Technician
Dimension Data
2016.09 - 2017.10
- Provided first and second-line technical support to end users.
- Installed, configured, and maintained desktops, laptops, printers, and peripheral devices.
- Managed user accounts, email accounts, and access permissions.
- Diagnosed and resolved hardware, software, and network-related issues.
- Logged and managed incidents and service requests using ITSM tools.
- Ensured compliance with SLA targets and service standards.
- Escalated unresolved issues to relevant support teams.
- Performed system upgrades, patching, and preventive maintenance.
- Created and maintained technical documentation and procedures.
- Delivered excellent customer service and user support.
Senior Desktop Support Technician
Paracon
2013.08 - 2016.09
- Provided first and second-line technical support to end users.
- Installed, configured, and maintained desktops, laptops, printers, and peripheral devices.
- Managed user accounts, email accounts, and access permissions.
- Diagnosed and resolved hardware, software, and network-related issues.
- Logged and managed incidents and service requests using ITSM tools.
- Ensured compliance with SLA targets and service standards.
- Escalated unresolved issues to relevant support teams.
- Performed system upgrades, patching, and preventive maintenance.
- Created and maintained technical documentation and procedures.
- Delivered excellent customer service and user support.
Senior Desktop Support Technician
Pink Elephant
2012.08 - 2013.08
- Provided first and second-line technical support to end users.
- Installed, configured, and maintained desktops, laptops, printers, and peripheral devices.
- Managed user accounts, email accounts, and access permissions.
- Diagnosed and resolved hardware, software, and network-related issues.
- Logged and managed incidents and service requests using ITSM tools.
- Ensured compliance with SLA targets and service standards.
- Escalated unresolved issues to relevant support teams.
- Performed system upgrades, patching, and preventive maintenance.
- Created and maintained technical documentation and procedures.
- Delivered excellent customer service and user support.
- Optimised computer performance through regular maintenance activities.
- Assisted in the deployment of enterprise-wide software updates, reducing downtime.
- Provided top-notch desktop support for increased productivity.
- Collaborated with the team for successful IT projects completion.
Education
Diploma of Higher Education - IT Programming
Jeppe College
PretoriaCertificate of Higher Education - Matric
Kgomotso Comprehensive high school
PretoriaDiploma of Higher Education - IT Programming
Unisa
Pretoria, GPSkills
- Strong troubleshooting and technical support experience
- Soft skills (Strong written, Verbal Communication, Leadership, Team management, customer service, problem solving and time management skills)
- Incident Management: Handling incidents efficiently and minimizing disruptions
- Using ITIL to manage requests, incidents, changes, and problems
Certification
- Microsoft Certified: Azure Fundamentals
- ITIL V3
- ITIL V4
- IBM DB2
- Service Desk Manager
- End User Computing
- Systems Development
- Java SE 5 Programmer
- ISO20071
- ITIL V5
LANGUAGES
English, Xitsonga, Zulu, Sotho: First Language
REFERENCES
- Truddy, Mtsweni, +27 64 439 1613
- Atika, Mansoor, +27 72 267 2278
- Leroy, Tavira, +27 84 267 5764
HOBBIES AND INTERESTS
Reading and writing., Travelling, Technology
DRIVING LICENCE
Code B
Accomplishments
Received a recognition award for consistently meeting and exceeding Standard Bank's First Call Resolution (FCR) and Request Service Level Agreement (SLA) targets, demonstrating a strong commitment to customer satisfaction and service excellence.
Affiliations
- Singing and dancing
Timeline
Service Desk Manager / Service Centre Manager / Service Management Administrator
Pink Elephant
2025.07 - 2026.07
Service Desk Manager & Incident Coordinator
Dio-Point
2024.10 - 2025.07
Service Desk Team Leader & Incident Manager
Altron
2023.04 - 2024.10
Acting Service Desk Manager
Altron
2022.09 - 2023.04
Senior Desktop Support Technician
Altron
2019.10 - 2022.05
Senior Desktop Support Technician
Merchants
2017.10 - 2019.10
Senior Desktop Support Technician
Dimension Data
2016.09 - 2017.10
Senior Desktop Support Technician
Paracon
2013.08 - 2016.09
Senior Desktop Support Technician
Pink Elephant
2012.08 - 2013.08
Certificate of Higher Education - Matric
Kgomotso Comprehensive high school
Diploma of Higher Education - IT Programming
Unisa
Diploma of Higher Education - IT Programming
Jeppe College