IT Service Desk Team Leader
7 days ago
To ensure effective and efficient Service Desk services are delivered according to the agreed contracts with clients by performing planning, financial management, people management and SLA management activities on an operational level with regard to the allocated team.
**MAIN RESPONSIBILITIES**:
- Input into the department strategy and initiatives
- Ensure team productivity and performance is in line with agreed standards
- Ensure service delivery to the business through monitoring of SLA’s
- Ensure effective workforce planning and adequate resource to meet the business requirements
- Leading 1st line Service Desk employees to ensure optimal service delivery and resolution
- Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order to respond to the IT & business needs appropriately
- Effective management of escalated incidents and communication with related stakeholders, business and external vendors to resolve escalations
- Ensure reports are analysed and compiled accurately in order to provide feedback on individual & overall team performance as well as trends to the relevant stakeholders
- Continuously review areas of opportunity and trends and present suggested improvements to the Service Desk team
**EXPERIENCE REQUIRED**:
- A relevant IT qualification (minimum matric with MCSE)
- 3-5 years proven management experience in an IT Helpdesk / Service Desk environment
- A strong commitment towards professional service delivery & customer service
- Strong people management and interpersonal skills
- The ability to work in a highly pressurised environment
- Excellent presentation skills
- Ability to communicate (verbal and written) effectively at all business levels
- Good analytical ability and attention to detail
- Mentoring and coaching skills
- Experience in Workforce Planning and Scheduling
- Effective planning and time management skills
- Ability to work independently as well as in a team
- The ability to work flexible hours
- An understanding of retail operational and systems environments
- ITIL knowledge or experience
**Job Types**: Full-time, Temporary
Contract length: 5 months
Application Question(s):
- You are aware that this is only a 5 month contract role?
- Would you be available to start 01 August 2025?
**Experience**:
- IT Service Desk Team Lead: 3 years (preferred)
Work Location: In person
-
Service Desk Team Leader
3 days ago
Cape Town, Western Cape, South Africa Kocho Full time R400 000 - R800 000 per yearAbout KochoKocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.Our head office is in the heart of London's West End and provides a comfortable working environment with...
-
Service Desk Team Leader
24 hours ago
Cape Town, South Africa Kocho Full timeAbout Kocho We believe specialist UK firms deserve the same level of service they would give their own clients. We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business. Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve their...
-
Service Desk Team Lead
24 hours ago
Cape Town, South Africa CDW Full time**Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. JOB SUMMARY Provide leadership, guidance and support to a team...
-
Service Desk Team Lead
24 hours ago
Cape Town, South Africa CDW Full time**Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. Job Summary: Provide leadership, guidance and support to a team...
-
Tps & Service Desk Team Leader
3 days ago
Cape Town, South Africa Experian Full timeCompany Description **Experian’s a leading Analytics Enterprise** We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and...
-
Service Desk Team Leader
1 week ago
Cape Town, South Africa Stowe Holdings (PTY) LT Full timeJob description **Job Purpose** The purpose of the job is to manage a team of agents. To efficiently allocate incoming requests to the team, prioritizing actions and monitor team resources so that customer deadlines are met. **Key Responsibilities** **Policies and Procedures (5%)** - Implements, maintains, manages the cascading of and adheres to all...
-
Support Desk Manager: Lead
2 weeks ago
Cape Town, South Africa Recru-It Full timeA recruitment firm is seeking a Management position for a team of Support Desk Technology Consultants. The successful candidate will be responsible for ensuring team skills through continuous training and managing relationships with partners. Candidates should have a Management Diploma and a background in IT, with 3-5 years' experience in software support....
-
Support Desk Manager
2 weeks ago
Cape Town, South Africa Recru-It Full timeSummary This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants. What will make you successful in this role? Software management Responsibilities Ensure team knows software, services and processes through ongoing training...
-
Service Desk Lead
1 week ago
Cape Town, South Africa Virgin Active South Africa (Pty) Ltd Full time**Our purpose** is To _change people’s lives for the better through wellness_. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being. Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just...
-
Support Desk Manager
3 weeks ago
Cape Town, South Africa Progressive IT Resourcing Full timeWhat will you do? This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants. What will make you successful in this role? Software management Support: Ensure that team knows the software, services and processes through ongoing...