It Service Desk Team Lead Cape Town

3 weeks ago

Cape Town, South Africa Exl Full time

Are you a seasoned IT professional with a passion for leadership and customer service? 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. Location: Cape Town (On-site) 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. If you thrive in a fast-paced environment and love driving excellence in IT service delivery, we want to hear from you. In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups / aligned with our EE targets. #J-18808-Ljbffr

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