IT Service Desk Team Lead — EUC & SLA Champion

Weaver Fintech Ltd; Wes-Kaap; On-site; ZAR 420,000 - 660,000; Full time

Job summary

Weaver Fintech Ltd is seeking an IT Service Desk Team Lead to own the day-to-day EUC and Helpdesk performance. Lead a team of 5–6 EUC Technicians, manage SLAs, triage, and coordinate software licensing with cross-functional partners.

You will drive standardisation of build/imaging for laptops, monitor ticket quality, and deliver high-quality end-user compute support across hardware and devices.

Qualifications

• 3–5+ years in IT service desk with team lead experience.
• Experience managing SLAs, ticketing systems and helpdesk reporting.
• Experience building/imaging laptops and hardware lifecycle management.
• Experience coordinating software/SaaS license requests with vendors.
• IT certifications are advantageous.

Responsibilities

• Own the day-to-day performance of IT Helpdesk and EUC function.
• Lead 5–6 EUC Technicians with coaching and workload planning.
• Coordinate license requests and liaise with budget owners, Engineering, Security and Procurement.
• Manage triage/escalation for issues requiring engineering or vendor involvement.
• Ensure major incidents are communicated and followed by root-cause actions.

Skills

Team leadership

SLA KPI management

IT helpdesk / EUC support

Vendor management

Communication

Education

Diploma/degree in IT

ITIL Foundation

CompTIA A+/Network+

Tools

Jira Service Management

ServiceNow

Freshservice

Windows / macOS / M365

Job description

Weaver Fintech Ltd is seeking an IT Service Desk Team Lead to own the day-to-day EUC and Helpdesk performance. Lead a team of 5–6 EUC Technicians, manage SLAs, triage, and coordinate software licensing with cross-functional partners.

You will drive standardisation of build/imaging for laptops, monitor ticket quality, and deliver high-quality end-user compute support across hardware and devices.