Team Leader Business Process & Service Excellence Service Desk
South Africa, South Africa
Job Description
Responsibilities:
Key Responsibilities:
- Lead and mentor the IT service desk team, fostering a collaborative and positive work culture.
- Oversee daily service desk operations, ensuring timely and effective resolution of technical issues.
- Manage escalated incidents and provide expert guidance to resolve complex problems.
- Maintain high levels of customer satisfaction through excellent support and communication.
- Continuously improve processes, workflows, and service delivery standards.
- Maintain accurate documentation and generate performance reports.
- Provide training and development opportunities for team members.
- Collaborate with vendors and stakeholders to enhance service delivery.
Qualifications & Requirements:
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- Proven experience in technical support or service desk roles with progressive responsibility.
- Strong leadership and team management skills.
- In-depth knowledge of IT service management (ITIL certification is a plus).
- Excellent problem-solving, troubleshooting, and communication skills.
- Experience with ticketing systems (ServiceNow/ITSM) and remote support tools.
- Ability to work under pressure and manage multiple priorities.
- Strong customer service orientation with empathy and professionalism.
- Experience in process improvement and change management initiatives.
About Us:
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.
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Job Detail
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Job IdJD1565182
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSouth Africa, South Africa
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EducationNot mentioned