Ops Spec: IT Service Desk TL

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

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Responsible for leading a team delivering Service Desk offerings and solutions in accordance with operational and service level agreements. Must also ensure effective services are delivered according to the agreed contracts with clients by performing planning, people and SLA management

Key Deliverables / Primary Functions

• Manage procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems.
• Supporting team members; suggesting improvements for processes; training and mentoring team members.
• Liaising with vendors; installing and upgrading software and other requirements, and accessing software updates, and overseeing development and improvement process.
• Evaluate operational efficiencies, trends, work instructions and leverage on best practices for continuous improvement.
• Perform the customer liaison function related to client’s meetings and reviews, escalations, and service improvement plans in order to maintain client relations related to allocated area of responsibility.
• Prepare and present of monthly SLA and volume reports used for monthly customer meetings.
• Manage and motivate staff to ensure optimal performance against agreed targets.
• Manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team.
• Manage, and continuously improve quality of output of allocated team and individuals.
• Identify, escalate and implement activities to mitigate operational risks.
• Effectively manage compliments and complaints through corrective action including coaching, counselling, disciplinary hearing and monitoring
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
• Manage the team budget and provide financial reports as required.

Core Functional Skills & Capabilities

Customer Service

Team Management

IT Service Management

Core Behavioural Competencies

Leading and supervising

Analysing

Planning & Organising

Job Match

Applying expertise & Technology

Minimum Qualifications

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

NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

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

OR

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

Certifications

ISO 9000

ITIL Foundation

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Ability to speak foreign languages (French, Spanish, Portuguese) is an advantage