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Service Desk Team Lead

2 months ago

Midrand, Gauteng, South Africa Carlysle Human Capital Full time
About the Company:

Kapsch TrafficCom South Africa is a pioneering company in intelligent transportation systems and traffic management solutions. The organization specializes in delivering cutting-edge technologies and services that enhance road safety, reduce congestion, and optimize traffic flow.

The company has a strong presence in South Africa, providing critical infrastructure solutions such as toll collection systems, traffic monitoring, and control systems. Kapsch SA is committed to driving innovation in transportation and supporting national road systems.

About the End Client:

The South African National Roads Agency SOC Ltd is a state-owned entity responsible for managing and maintaining South Africa's national road network. Established in 1998, SANRAL's core focus is to enhance the country's road infrastructure, fostering economic development, and ensuring safer, more efficient transport.

SANRAL is at the forefront of integrating technology into traffic management, with its Data Centre in Midrand serving as a hub for the country's road infrastructure and traffic operations. Kapsch SA partners with SANRAL in supporting the management of national roads, providing vital data center operations and technical support.

Role Requirements:

To be successful in this role, you will need:

  • Matric (High School Diploma)
  • ITIL Foundation v3/v4 certification
  • IT National Diploma
  • 2 years of experience in an IT Service Desk or Helpdesk environment
  • 1 year of experience supervising staff or peers
  • 2 years of experience in a customer service environment
Key Responsibilities:

As the Service Desk Team Lead, you will be responsible for:

  • Leading and managing the service desk team to provide efficient support and service delivery
  • Monitoring and ensuring incidents and service requests are logged, prioritized, and resolved within SLA targets
  • Supervising daily operations of the service desk, ensuring staff are meeting performance standards and customer satisfaction goals
  • Providing mentorship and guidance to team members, fostering a collaborative and customer-centric approach
  • Analyzing service desk performance metrics, identifying areas for improvement, and implementing changes to enhance service quality
  • Acting as the escalation point for unresolved or critical issues, ensuring timely resolution and communication with stakeholders
Ideal Candidate:

We are looking for a strong leader with:

  • Excellent leadership abilities with experience in supervising or leading a team
  • Solid understanding of ITIL processes and best practices in service desk management
  • Excellent problem-solving and communication skills, with a focus on customer satisfaction
  • Ability to manage multiple tasks in a fast-paced environment, with a strong focus on meeting SLA targets
  • A team player with a proactive attitude towards improving service delivery