It Service Desk Team Lead Cape Town

Exl; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT service provider in Cape Town is seeking an experienced IT Service Desk Manager to lead and mentor the service desk team. Responsibilities include overseeing daily operations and maintaining high customer satisfaction. The ideal candidate will have a Bachelor's degree in IT, proven technical support experience, and strong leadership skills. This on-site role offers the chance to drive excellence in IT service delivery.

Qualifications

• Proven experience in technical support or service desk roles.
• In-depth knowledge of IT service management (ITIL certification is a plus).
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Lead and mentor the IT service desk team.
• Oversee daily service desk operations.
• Manage escalated incidents and provide expert guidance.

Skills

Leadership skills

Problem-solving skills

Customer service orientation

Communication skills

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

ITSM tools

Job description

Are you a seasoned IT professional with a passion for leadership and customer service?

Key Responsibilities

• Lead and mentor the IT service desk team, fostering a collaborative and positive work culture.
• Oversee daily service desk operations, ensuring timely and effective resolution of technical issues.
• Manage escalated incidents and provide expert guidance to resolve complex problems.
• Maintain high levels of customer satisfaction through excellent support and communication.
• Continuously improve processes, workflows, and service delivery standards.
• Maintain accurate documentation and generate performance reports.
• Provide training and development opportunities for team members.
• Collaborate with vendors and stakeholders to enhance service delivery.
• Location: Cape Town (On-site)

Qualifications & Requirements

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• Proven experience in technical support or service desk roles with progressive responsibility.
• Strong leadership and team management skills.
• In-depth knowledge of IT service management (ITIL certification is a plus).
• Excellent problem-solving, troubleshooting, and communication skills.
• Experience with ticketing systems (ServiceNow / ITSM) and remote support tools.
• Ability to work under pressure and manage multiple priorities.
• Strong customer service orientation with empathy and professionalism.
• Experience in process improvement and change management initiatives.

If you thrive in a fast-paced environment and love driving excellence in IT service delivery, we want to hear from you. In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups / aligned with our EE targets.