Job Description

An IT Service Desk Team Leader manages and motivates a team to provide efficient and effective IT support to users. This includes overseeing daily operations, resolving complex issues, developing team members, and ensuring adherence to service level agreements. The role requires strong leadership, technical, and communication skills, as well as the ability to analyze performance data and implement improvements. Key Responsibilities:

Team Management:

Leading, motivating, and developing the service desk team, including performance management and providing guidance.

Service Delivery:

Ensuring timely resolution of IT issues and requests, meeting service level agreements (SLAs), and maintaining high levels of customer satisfaction.

Problem Management:

Identifying and resolving recurring issues, escalating complex problems to the appropriate teams, and implementing solutions to prevent future occurrences.

Process Improvement:

Developing and implementing service desk policies, procedures, and best practices to optimize efficiency and effectiveness.

Communication and Collaboration:

Facilitating communication between the service desk team and other IT teams, as well as with end-users.

Reporting and Analysis:

Monitoring and reporting on service desk performance metrics, analyzing trends, and identifying areas for improvement.

Technical Support:

Providing hands-on technical support and guidance to the team, as well as troubleshooting complex issues.

Essential Skills and Experience:

Leadership and Management:

Proven ability to lead, motivate, and develop a team.

Technical Proficiency:

Strong understanding of IT infrastructure, hardware, software, and networking.

Experience:

Minimum of 5 years in a Service Desk Team leader position

Communication Skills:

Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences.

Problem-Solving Skills:

Ability to analyze complex issues, identify root causes, and develop effective solutions.

Customer Service:

Strong customer service orientation and the ability to build rapport with end-users.

ITIL Framework Certification:

Knowledge of ITIL best practices for service management.

Experience with Service Desk Tools:

Familiarity with service desk software and tools.

Analytical Skills:

Ability to analyze data, identify trends, and generate reports.
Job Types: Full-time, Temporary
Contract length: 3 months

Pay: R30500,00 per month

Work Location: In person

Application Deadline: 2025/08/11