Team Lead: Service Desk - Corporate Office - IS & T

Introduction: To ensure effective and efficient Service Desk services are delivered according to the agreed service levels by performing planning, financial management, people management and SLA management activities on an operational level. Description: Oversee and manage day-to-day operations of onsite service desk Manage service desk agents (scheduling shifts, reviewing, and rating of KPAs, leave) Act as service desk liaison to major business impacting initiatives Involvement in IT initiatives and projects to ensure service desk is aligned and ready for deployments Ensure the ticket lifecycle of all tickets logged with the service desk is managed in line with agreed SLA Driving First Call Resolution ability within the team Management of SLA areas of concern Onboarding, training, and mentoring of new Service Desk staff Managing of all escalation until resolution Reporting on service desk performance and improvement plans Operational management of major outages, scheduled outages and business events Ensure continuous improvement and development of processes and technology to meet agreed goals Management of customer satisfaction issues and user-feedback responses To uphold and promote the company values and culture Requirements: Grade 12 ITIL 4 Foundation National Senior Certificate A & N ITIL specialist certification 5 years experience in a team lead position/managing a team 5 years experience in IT service management

Location: Western Cape, ZA

Posted Date: 6/8/2025