Service Desk Manager / Team Leader – IT Services

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

2026-08-17 - 2026-09-16

Permanent

PE001694

Information Technology / Telecommunications

Our client, a well-established IT Services Company, is seeking an experienced and dynamic Service Desk Manager / Team Leader to lead and manage a busy IT Service Desk environment.
The successful candidate will be responsible for overseeing daily service desk operations, managing a team of support professionals, ensuring SLA compliance, handling escalations, maintaining excellent client relationships, and driving service delivery excellence.

Qualifications

• Matric (Grade 12) – Essential.
• Relevant IT qualification (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.

Experience

• Minimum 10 years' experience within an IT Service Desk environment.
• Proven experience managing and leading Service Desk or IT Support teams.
• Experience managing Service Level Agreements (SLAs) and service delivery performance.
• Experience with Incident Management and Problem Management processes.

Key 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.
• Provide operational reporting and service performance feedback.
• Manage multiple priorities and adapt quickly to changing operational requirements.
• Strong leadership and people management skills.
• Excellent delegation and organisational abilities.
• Strong decision-making and problem-solving capabilities.
• Outstanding verbal and written communication skills.
• Professional, well-spoken, and client-focused.
• Ability to remain calm under pressure and manage competing priorities.
• Strong interpersonal and relationship-building skills.
• Assertive when required while maintaining a collaborative team approach.
• Results-driven with a strong service excellence mindset.