IT Service Desk Team Lead

About the role

The IT Service Desk Team Lead will head a team delivering Service Desk solutions in line with operational and service level agreements. This role ensures effective service delivery, manages client contracts, and drives continuous improvement across the IT Operations Centre.

Key responsibilities

• Manage procedures, monitor problems, and ensure service levels are maintained.
• Support, train, and mentor team members while suggesting process improvements.
• Liaise with vendors for software installation, upgrades, and updates.
• Prepare and present monthly SLA and volume reports for client meetings.
• Motivate staff, manage performance against targets, and handle compliments and complaints.
• Oversee team budget and provide financial reporting.

Required profile

• 3 years of Service Desk experience in IT, with at least 2 years in a supervisory role (or Grade 12 with 5 years experience and 2 years supervision).
• National Diploma or 3‑year degree in Information Technology (NQF 6) or Grade 12 (NQF 4).
• Professional certifications such as ISO 9000 and ITIL Foundation.

Required skills

• ISO 9000
• ITIL Foundation