Service Desk Leader: SLA-Driven IT Support Excellence

University of Fort Hare; Sunninghill; On-site; GBP 80,000 - 100,000; Full time

Job summary

University of Fort Hare seeks an experienced Service Desk Manager / Team Leader to direct a busy IT service desk, oversee a team of support professionals, and ensure SLA compliance while maintaining strong client relationships. The role also involves incident and problem management, coaching, and performance reporting to stakeholders.

The ideal candidate will bring 10+ years within an IT Service Desk, ITIL Foundation, and proven leadership capabilities in a client-facing environment.

Qualifications

• Matric (Grade 12) – Essential.
• Diploma or Degree in Information Technology, Computer Science, Information Systems, or related field – Preferred.
• ITIL Foundation Certification or equivalent – Highly advantageous.
• Management or Leadership qualification – Advantageous.

Responsibilities

• Lead, mentor, and manage the IT Service Desk team.
• Ensure efficient allocation, prioritisation, and delegation of work.
• Monitor and oversee SLA performance and service delivery standards.
• Manage incidents, escalations, and problem resolution processes.
• Ensure service requests and incidents are resolved within agreed timelines.
• Build and maintain strong relationships with clients and stakeholders.
• Drive continuous improvement initiatives within the Service Desk function.
• Conduct performance management, coaching, and development of team members.

Skills

Leadership

People management

Education

Matric (Grade 12)

Diploma or Degree in IT

ITIL Foundation Certification

Management or Leadership qualification

Job description

University of Fort Hare seeks an experienced Service Desk Manager / Team Leader to direct a busy IT service desk, oversee a team of support professionals, and ensure SLA compliance while maintaining strong client relationships. The role also involves incident and problem management, coaching, and performance reporting to stakeholders.

The ideal candidate will bring 10+ years within an IT Service Desk, ITIL Foundation, and proven leadership capabilities in a client-facing environment.