Posted 6 days ago
Description
2026-08-17 - 2026-09-16
Permanent
PE001694
Information Technology / Telecommunications
Our client, a well-established IT Services Company, is seeking an experienced and dynamic Service Desk Manager / Team Leader to lead and manage a busy IT Service Desk environment.
The successful candidate will be responsible for overseeing daily service desk operations, managing a team of support professionals, ensuring SLA compliance, handling escalations, maintaining excellent client relationships, and driving service delivery excellence.
Qualifications
- Matric (Grade 12) – Essential.
- Relevant IT qualification (Diploma or Degree in Information Technology, Computer Science, Information Systems, or related field) – Preferred.
- ITIL Foundation Certification or equivalent – Highly advantageous.
- Management or Leadership qualification – Advantageous.
Experience
- Minimum 10 years' experience within an IT Service Desk environment.
- Proven experience managing and leading Service Desk or IT Support teams.
- Experience managing Service Level Agreements (SLAs) and service delivery performance.
- Experience with Incident Management and Problem Management processes.
Key Responsibilities
- Lead, mentor, and manage the IT Service Desk team.
- Ensure efficient allocation, prioritisation, and delegation of work.
- Monitor and oversee SLA performance and service delivery standards.
- Manage incidents, escalations, and problem resolution processes.
- Ensure service requests and incidents are resolved within agreed timelines.
- Build and maintain strong relationships with clients and stakeholders.
- Drive continuous improvement initiatives within the Service Desk function.
- Conduct performance management, coaching, and development of team members.
- Provide operational reporting and service performance feedback.
- Manage multiple priorities and adapt quickly to changing operational requirements.
- Strong leadership and people management skills.
- Excellent delegation and organisational abilities.
- Strong decision-making and problem-solving capabilities.
- Outstanding verbal and written communication skills.
- Professional, well-spoken, and client-focused.
- Ability to remain calm under pressure and manage competing priorities.
- Strong interpersonal and relationship-building skills.
- Assertive when required while maintaining a collaborative team approach.
- Results-driven with a strong service excellence mindset.
