Service Desk Manager / Team Leader – IT Services

SUMMARY:
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.

POSITION INFO:
Minimum Requirements 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. Strong client relationship management experience. 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. Required Skills & Competencies Strong leadership and people management skills. Excellent delegation and organisational abilities. Strong decision-making and problem-solving capabilities. Excellent troubleshooting skills. 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. Salary: Market related

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