Service Desk Manager / Team Leader â?? IT Services

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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