Service Desk Supervisor

About the role

The Service Desk Supervisor leads the Mission Control Centre (MCC) in Johannesburg, overseeing NOC Operators and Service Desk Administrators. The role ensures efficient incident resolution, service request handling, and proactive network monitoring while maintaining strong client relationships.

Key responsibilities

• Provide daily leadership and supervision to NOC Operators and Service Desk Administrators, ensuring SLA compliance.
• Manage incident and service request logging, prioritisation, and resolution via the ITSM platform, following ITIL processes.
• Oversee 24/7 network monitoring, coordinate with engineers and service providers, and respond to major incidents.
• Act as primary liaison with client stakeholders, delivering performance updates and reports.
• Maintain and improve SOPs, escalation workflows, knowledge bases, and drive automation within the service desk.

Required profile

• Strong leadership and team‑building abilities.
• Client‑focused mindset with excellent communication skills.
• Solid understanding of ITIL‑based incident, problem, and change management.
• Experience in NOC or network operations environments.

Required skills

• Proficiency with an ITSM platform for incident and request management.
• Knowledge of ITIL processes and best practices.
• Network monitoring and event correlation expertise.
• Root cause analysis and corrective action implementation.
• Automation of service desk workflows.