Help Desk Team Lead

7 days ago


Province of North West, South Africa Ascent People Ltd Full time
Job Description:

A career-defining opportunity has arisen for a seasoned Service Desk Technician to take the next step and assume a leadership role in our dynamic IT department. As a Service Desk Team Leader, you will play a pivotal part in guiding the team, ensuring seamless operations, and driving excellence in service delivery.

The successful candidate will be responsible for assisting the Service Desk Manager in supervising the Service Desk staff, handling the IT support queue when needed, and collaborating with technicians on incident management and service request fulfillment. Additionally, they will aid in managing breached SLAs, assist with defining, validating, and distributing metrics to stakeholders, provide cover for the Service Desk Manager during absences, and track active performance against SLAs, escalating as necessary.

To succeed in this challenging role, candidates must possess strong analytical skills, an attention to detail, and excellent communication abilities. They should be comfortable working autonomously, have experience facilitating meetings at various levels of an organization, and demonstrate a solid understanding of the ITIL framework. Familiarity with tools such as Asana, Google Apps, and ITSM software like Halo ITSM or Freshservice is also essential.


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