Service Desk Manager​/Team Leader – IT Services

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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.

• 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.

• 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.

• 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.