Its Service Desk Lead

Job Title IT Service Desk Lead Number of Positions 1 (one) Function and Business Unit Infrastructure - IT Services: National (JHB Onsite) Role Overview The IT Service Desk Lead plays a critical role in providing hands‑on advanced technical support and acts as a first point of escalation. Responsible for day‑to‑day operations, ensuring timely and effective resolution of technical issues, driving continuous improvements by developing and implementing procedures to improve services. Ability to develop effective working relationships within the IT team and business to provide consistent, high‑quality service. A strong technical excellence is required to ensure the continuous upliftment of our team's troubleshooting skills. Key Responsibilities Hands‑on approach to demonstrate sound knowledge in supporting various applications and hardware technologies Ability to analyse and resolve complex technical issues Create and maintain comprehensive knowledge articles / troubleshooting guides Be a quick learner to support bespoke applications Oversee printer and video conferencing services Engage with EUC and NITSO teams to ensure all computers are compliant with necessary updates to mitigate security risk Incident Management Managing and prioritising incoming tickets to the Service Desk via different channels, ensuring timely and effective resolution of end‑user issues Take overall responsibility for incident management and request fulfilment Notify the IT Service Delivery Manager of any issue that could significantly impact the business Handle more complex tickets and collaborate with relevant IT Support teams Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet department needs Track and analyse incident trends to anticipate potential problems and implement proactive measures to reduce recurring issues Manage readiness of IT equipment for onboarding new staff and returning equipment when staff are off‑boarding Team Management Lead and manage the team by providing guidance, coaching, and mentoring to ensure a high‑performance team Manage KPI and undertake performance reviews as required to improve the quality of work and knowledge Ensure the team takes ownership of user issues and is proactive in resolving them Ensure all calls are logged in ServiceNow Manage leave, stand‑by and shift rosters Review ServiceNow tickets to ensure first‑level resolution meets agreed SLA Promote positive team culture through collaboration, knowledge sharing, and professional development Conduct regular team meetings and training sessions Review customer satisfaction surveys and take appropriate action Work closely with the Assets team to fulfil hardware requirements Handle team escalations until resolution Skills and Attributes Experience in presenting technology recommendations from a business perspective, excellent working knowledge of current MS Office products, particularly Excel (advanced Excel skills) is required, excellent people skills with the ability to communicate effectively at all levels and manage people and their expectations, exhibits utmost integrity and displays visible stewardship character traits in the handling and security of all KPMG assets, has a strong preference for following and maintaining standards and procedures, ability to work independently and as part of a larger team, good organisational skills to ensure effective planning and prioritisation takes place regularly. Minimum Requirements to Apply Matric, Degree in Information Technology is strongly recommended ITIL Certification is essential Experience of at least years in Service Desk environment is essential Experience of at least 2 years managing an IT Support team is essential Additional Information Seniority level: Mid‑Senior levelEmployment type: Full‑timeJob function: Information TechnologyIndustries: Business Consulting and Services #J-18808-Ljbffr