Helpdesk Team Lead

Placements24; Centurion; On-site; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Career advancement

Office facilities

Annual performance bonuses

Professional development

Team building events

Leave allowance

Employee assistance

Job summary

Placements24 in Centurion is seeking a motivated Helpdesk Team Lead to oversee IT support operations. You will mentor technicians, optimize workflows, and ensure rapid resolution of user issues in a fast-paced environment.

You will manage ticketing, enforce ITIL practices, monitor metrics, and collaborate with other IT teams to maintain high service levels. This is an office-based role with opportunities for professional development and bonuses.

Qualifications

• Experience leading technical support teams.
• ITIL knowledge and service-desk best practices.
• Experience with ticketing systems (ServiceNow, Jira).
• Strong communication and teamwork abilities.

Responsibilities

• Lead, manage, and motivate a team of helpdesk technicians.
• Oversee ticket management, issue resolution, and escalation.
• Develop and implement IT support policies and procedures.
• Monitor performance metrics and drive improvements.
• Ensure timely resolution of hardware, software, and network issues.
• Conduct performance reviews and coaching.
• Manage vendor relationships for IT tools and services.
• Collaborate with IT other departments for system integration.
• Maintain IT equipment and licenses inventory.
• Deliver end-user training on IT best practices.

Skills

Helpdesk lead

Team management

ITIL

ServiceNow

Jira Service Management

Troubleshooting

Communication

Pressure handling

Centurion office

IT certifications

Tools

ServiceNow

Jira Service Management

Job description

About the Role

Our client is seeking a motivated and experienced Helpdesk Team Lead to oversee their support operations in Centurion, Gauteng . This critical role involves leading a team of IT support professionals, ensuring the efficient delivery of technical assistance to end-users, and maintaining high levels of system availability and user satisfaction. The ideal candidate will possess strong technical acumen, excellent leadership qualities, and a proven track record in managing helpdesk functions. You will be responsible for mentoring the team, optimizing workflows, and ensuring that all support requests are handled promptly and effectively. This is a fantastic opportunity to make a significant impact within a growing organization based in the heart of Gauteng , working from our modern office facilities. We are looking for a proactive leader who can inspire their team and drive operational excellence in a fast-paced IT environment.

Key Responsibilities

• Lead, manage, and motivate a team of helpdesk technicians, providing guidance and support.
• Oversee the daily operations of the helpdesk, including ticket management, issue resolution, and escalation procedures.
• Develop and implement IT support policies and procedures to improve efficiency and service quality.
• Monitor helpdesk performance metrics and identify areas for improvement.
• Ensure timely and accurate resolution of hardware, software, and network issues reported by users.
• Conduct performance reviews and provide ongoing coaching and training to team members.
• Manage vendor relationships for IT support tools and services.
• Collaborate with other IT departments to ensure seamless system integration and support.
• Maintain inventory of IT equipment and software licenses.
• Develop and deliver training sessions for end-users on IT best practices and new technologies.
• Stay current with technological advancements and industry trends.

Requirements

• Proven experience as a Helpdesk Manager, Team Lead, or Senior Support Engineer.
• Demonstrable experience in leading and managing technical support teams.
• Strong knowledge of IT systems, networks, hardware, and software troubleshooting.
• Excellent understanding of ITIL best practices for service desk operations.
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Management).
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience working in an office-based environment in Centurion is essential.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are highly desirable.

Benefits

• Competitive salary package commensurate with experience.
• Company-provided medical aid and provident fund.
• Opportunities for career advancement within a growing company.
• A dynamic and supportive team environment.
• State-of-the-art office facilities in Centurion .
• Annual performance bonuses.
• Professional development training and certifications support.
• Team building events and company social functions.
• Generous leave allowance.
• Employee assistance program.