IT Service Desk Team Lead: Champion SLA Delivery

BCXP; Centurion; On-site; ZAR 350,000 - 520,000; Full time

Job summary

BCXP is seeking a Service Desk Team Lead to guide a support team, ensuring service delivery aligns with SLAs and contracts.

You will plan, coach, and monitor performance, liaise with vendors, manage budgets, and drive continuous improvement across IT Service Management processes, including reporting and customer liaison.

This role requires strong leadership, planning, and the ability to analyse trends and implement corrective actions.

Qualifications

• 3 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level
• Grade 12, with 5 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level

Responsibilities

• Manage procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems
• Supporting team members; mentoring and training staff to improve processes
• Liaising with vendors; installing and upgrading software and monitoring updates, and overseeing development and improvement processes
• Evaluate operational efficiencies, trends, and leverage best practices for continuous improvement
• Prepare and present monthly SLA and volume reports for client meetings
• Manage and motivate staff to meet targets and improve performance
• Oversee Service Desk SLAs and KPIs for the team
• Improve output quality of the team and individuals
• Identify and mitigate operational risks
• Coach and develop subordinates to drive performance and engagement
• Manage the team budget and provide financial reports

Skills

Customer Service

Team Management

IT Service Management

Education

NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology

NQF 4: Grade 12 National Diploma

ISO 9000

ITIL Foundation

Job description

BCXP is seeking a Service Desk Team Lead to guide a support team, ensuring service delivery aligns with SLAs and contracts.

You will plan, coach, and monitor performance, liaise with vendors, manage budgets, and drive continuous improvement across IT Service Management processes, including reporting and customer liaison.

This role requires strong leadership, planning, and the ability to analyse trends and implement corrective actions.