Service Desk Team Lead

SUMMARY:
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POSITION INFO:

We are seeking an experienced and driven Service Desk Team Lead to lead and support a high-performing service desk team in a fast-paced IT and telecommunications environment. The ideal candidate will bring strong people leadership, incident and event management expertise, and a customer-focused approach to service delivery. This role requires the ability to coach and mentor team members, manage shift-based operations, and ensure strict adherence to SLAs while maintaining service excellence. The successful candidate will demonstrate strong prioritisation skills when handling high-priority incidents, excellent stakeholder communication, and the ability to collaborate effectively across technical and resolver teams. With solid experience in service desk management, report writing, and IT incident management, the candidate will play a key role in driving team performance, customer satisfaction, and operational alignment with business goals.

What you'll do:

• People Leadership
  
  • Inspire and motivate the team with a clear vision
  • Foster collaboration, innovation, and accountability
  • Develop team members’ skills through coaching and training
  • Resolve conflicts and maintain a positive work culture
  • Conflict management abilities
  • Coaching and mentoring for skill development, or Commitment to upskilling team members through ongoing on-the-job coaching/training
• Professionalism & Work Ethic
  
  • Positive attitude required with excellent telephone etiquette
  • Team player with good work ethic and attendance record
  • Self-driven – Get the job done
  • Strong sense of responsibility in taking ownership of problems and seeing them through till completion
• Collaboration & Communication
  
  • Excellent cross-team collaboration and interaction
  • Excellent written and verbal communication skills
  • Report progress, risks, and solutions to executives and stakeholders
• Customer & Service Orientation
  
  • Strong event management abilities with customer focus
  • Excellent customer satisfaction, interaction, and engagement
  • To engage with service providers/resolver teams for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged
• Execution & Detail
  
  • Work under strict Service Level Agreements and meeting targets
  • Attention to detail
  • Strong prioritisation skills when dealing with P1, P2 and P3 incidents
    Aligning team operations with organisational goals

Your Expertise:

• Minimum of 3 years management experience or a minimum of 8 – 10 years in role experience
• Event Management Experience
• Multi-tasking skills
• Telecommunication Experience
• IT Incident Management Experience
• Managing of Service Desk Experience
• Managing a team that performs shift work
• Report writing experience
• Telecommunication experience

Qualifications:

• Matric
• Tertiary Qualification or Equal Experience
• ITIL foundation certification and or experience