Global Service Desk Lead — Incident Commander

Payment24; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Payment24 in Cape Town, South Africa, seeks a Global Service Desk & Incident Manager to own our worldwide support function. You will oversee the incident lifecycle, escalation, and crisis response, reporting to senior leadership and partnering with engineering, QA and account management.

The role demands proven desk management, rostering, capacity planning, and strong stakeholder communication, with enterprise customers and regional teams across multiple time zones.

Qualifications

• 5+ years in a management role running a service desk or technical support in live service environments.
• Proven ability to organise helpdesk resources, forecasting volumes and rostering.
• Crisis management experience during high-volume incidents with enterprise customers.
• Solid incident management discipline and ITIL knowledge.

Responsibilities

• Own the incident management lifecycle end to end across regions.
• Act as incident commander on major incidents and coordinate engineering and customers.
• Manage volume surges by reprioritising queues and deploying resources.
• Define severity levels, escalation matrices and on-call rotations.
• Run post-incident reviews and drive problem management.
• Track SLA performance and report misses.
• Forecast call and ticket volumes and plan capacity.
• Own rostering and shift planning for multi-region coverage.
• Design and maintain desk processes, triage and escalation rules.
• Build and maintain knowledge bases and runbooks.
• Set and monitor operational metrics and act on them.
• Lead, coach and develop the support team.

Skills

Management experience

Crisis management

Incident management

ITIL Foundations

Multi-region / 24x7 support

Stakeholder communication

Team leadership & coaching

Service desk operations

Job description

Payment24 in Cape Town, South Africa, seeks a Global Service Desk & Incident Manager to own our worldwide support function. You will oversee the incident lifecycle, escalation, and crisis response, reporting to senior leadership and partnering with engineering, QA and account management.

The role demands proven desk management, rostering, capacity planning, and strong stakeholder communication, with enterprise customers and regional teams across multiple time zones.