MSP: IT Service Delivery Team Lead - L1

Chosen Online Pty Ltd; Johannesburg; Presencial; ZAR 360.000 - 480.000; Jornada completa

Descripción de la vacante

Chosen Online Pty Ltd in Johannesburg seeks an IT Service Delivery Team Lead – L1 to guide the L1 Service Desk, drive SLA performance, and ensure high-quality user support.

You will mentor analysts, resolve incidents, coordinate with IT teams, and implement ITIL-based service management practices to continually improve service delivery.

This hands-on leadership role requires strong troubleshooting, customer focus, and proven ability to manage queues and escalations.

Formación

• Experience leading an L1 service desk and coaching analysts.
• Strong troubleshooting across hardware, software, Windows, and user access.
• Experience managing incidents, service requests, escalations, and queues.
• Familiarity with ITIL and IT service management processes.
• Ability to monitor SLA performance and drive continual service improvement.

Responsabilidades

• Lead, coach and support L1 Service Desk Analysts
• Troubleshoot hardware, software, Windows, Microsoft 365 and user-access issues
• Manage incidents, service requests, escalations and ticket queues
• Support Active Directory/Entra ID, MFA and account administration
• Troubleshoot VPN, Wi-Fi, LAN, DNS and connectivity issues
• Manage workstation builds, software installations and device configuration
• Support onboarding/offboarding and IT asset management
• Monitor SLA performance, response times and ticket backlogs
• Provide remote technical support and elevate complex issues to L2/L3
• Maintain knowledge articles and technical documentation
• Identify recurring incidents and contribute to continual service improvement
• Collaborate with infrastructure, network, security and application teams

Conocimientos

Team leadership

Incident management

ITIL knowledge

Service desk

Troubleshooting

SLA management

Remote support

Documentation

Herramientas

Active Directory/Entra ID

MFA

VPN

DNS

Microsoft 365

Descripción del empleo

Are you a hands-on IT professional who enjoys leading a team, solving technical challenges, and delivering excellent user support?

We’re looking for an IT Service Delivery Team Lead – L1 to lead our L1 Service Desk team, ensuring efficient incident and service request resolution while maintaining strong SLA, ITIL and service delivery standards.

? Key Responsibilities:

• Lead, coach and support L1 Service Desk Analysts
• Troubleshoot hardware, software, Windows, Microsoft 365 and user-access issues
• Manage incidents, service requests, escalations and ticket queues
• Support Active Directory/Entra ID, MFA and account administration
• Troubleshoot VPN, Wi-Fi, LAN, DNS and connectivity issues
• Manage workstation builds, software installations and device configuration
• Support onboarding/offboarding and IT asset management
• Monitor SLA performance, response times and ticket backlogs
• Provide remote technical support and elevate complex issues to L2/L3
• Maintain knowledge articles and technical documentation
• Identify recurring incidents and contribute to continual service improvement
• Collaborate with infrastructure, network, security and application teams

What we’re looking for: A technically strong and customer-focused IT professional with proven L1 Service Desk experience, leadership capability, strong troubleshooting skills and a solid understanding of ITIL and IT service management processes