Onsite Service Desk Team Lead - ITIL V4 | Randburg

Altron; Gauteng; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Altron is seeking a Service Desk Team Lead based in Gauteng to guide the onsite service desk and deliver efficient IT support. You will ensure ticketing adheres to SLAs, coach the team, and promote first-contact resolution and self-service tools.

The role requires ITIL V4 certification, 5+ years in service desk management, and strong customer-facing skills. Onsite five days a week in Randburg with standby coverage and potential overtime.

Qualifications

• Matric – Grade 12.
• ITIL V4 certified.
• HDI or SDI certifications.
• Minimum 5+ years in service desk management.
• Customer facing experience.
• Desktop support experience.

Responsibilities

• Oversee daily service desk operations and prioritize tickets within SLAs.
• Monitor team performance and manage workload distribution.
• Handle escalations and act as primary contact for customers.
• Provide regular service updates and drive first-contact resolution.
• Promote self-service tools and automation to improve efficiency.
• Coach and mentor team members and drive continuous improvement.

Skills

Customer facing

Team leadership

IT service management

Desktop support

Education

Matric Grade 12

ITIL V4 certification

HDI/SDI certification

Job description

Altron is seeking a Service Desk Team Lead based in Gauteng to guide the onsite service desk and deliver efficient IT support. You will ensure ticketing adheres to SLAs, coach the team, and promote first-contact resolution and self-service tools.

The role requires ITIL V4 certification, 5+ years in service desk management, and strong customer-facing skills. Onsite five days a week in Randburg with standby coverage and potential overtime.