IT Service Desk Team Lead: EUC & SLA Champion

Weaver Fintech Ltd; Wes-Kaap; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Weaver Fintech Ltd in the Western Cape seeks an IT Service Desk Team Lead to own the day-to-day performance of the IT Helpdesk and EUC function, lead a team of 5–6 technicians, and ensure SLA achievement and quality of tickets.

You will coordinate SaaS, AI tooling license requests, liaise with Engineering, Security, Procurement and third-party vendors, and act as the primary triage point for escalation, while supporting a fast-paced, employee-focused IT operations environment.

Qualifications

• 3–5+ years in IT service desk / EUC support with team leadership
• Experience managing SLAs, ticketing systems and helpdesk reporting
• Experience building/imaging laptops and hardware lifecycle management
• Experience coordinating software/SaaS license requests and vendor coordination
• IT certification advantageous (ITIL Foundation, CompTIA A+/Network+, Microsoft 365)

Responsibilities

• Own end-to-end performance of IT Helpdesk and EUC; triage and resolve tickets
• Define, monitor and report against SLAs and KPIs (response/resolution time, backlog, CSAT)
• Lead 5–6 EUC Technicians; rostering, coaching and development
• Oversee laptop build, imaging, deployment and asset lifecycle management
• Set EUC service delivery standards (build security baseline, onboarding/offboarding)
• Coordinate license requests; liaise with budget owners, procurement and vendors

Skills

Leadership

SLA Management

Ticketing Systems

Stakeholder Management

Communication

Education

ITIL Foundation

CompTIA A+

Microsoft 365 / Endpoint Management

Tools

Jira Service Management

ServiceNow

Freshservice

Job description

Weaver Fintech Ltd in the Western Cape seeks an IT Service Desk Team Lead to own the day-to-day performance of the IT Helpdesk and EUC function, lead a team of 5–6 technicians, and ensure SLA achievement and quality of tickets.

You will coordinate SaaS, AI tooling license requests, liaise with Engineering, Security, Procurement and third-party vendors, and act as the primary triage point for escalation, while supporting a fast-paced, employee-focused IT operations environment.