Service Desk Team Leader

Recruiter:

iLaunch

Job Ref:

CPT000035/Gisel

Date posted:

Tuesday, September 29, 2026

Location:

Southern Suburbs, South Africa

SUMMARY:
Contract Hybrid Opportunity in Cape Town

Established Organisation is looking for a Service Desk Team Leader to join their team and be responsible for managing and coordinating daily Service Desk operations.

POSITION INFO:
Key Responsibilities: Lead and supervise day-to-day Service Desk operations. Manage support resources, workloads, escalations, and service delivery performance. Provide first-line and second-line triage support where required. Ensure incidents, service requests, and user queries are managed effectively and resolved within agreed service levels. Maintain issue, risk, and action logs relating to Service Desk operations. Coordinate with internal technical teams and third-party service providers. Monitor service quality, identify trends, and recommend process improvements. Prepare and deliver weekly operational updates to ICT management. Compile monthly management reports Minimum Requirements: Matric \/ Grade 12 Relevant Information Technology qualification coupled with ITIL Service Management \/ Service Delivery certification Minimum 3 years' experience managing an ICT Service Desk or Helpdesk team Demonstrated experience implementing and supporting ITIL-based service management practices. Experience managing third-party service providers and support vendors. Proven ability to manage escalations, service performance, and support teams. Advanced knowledge of Microsoft Windows Server, Active Directory, including design, security, and administration, Messaging technologies, archiving, and unified communications, Microsoft Office 365 administration and support, Cloud and mobile technologies and Microsoft SharePoint.

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