RSA Service Desk Team Leader (Level 2)

Flight Centre Careers; Johannesburg; Hybrid; ZAR 500 000 - 700 000; Full time

Job summary

A leading travel services company in Johannesburg is seeking a Service Desk Team Leader to lead the Level 2 Service Desk team. This role emphasizes technical support, leadership, and customer satisfaction. The ideal candidate has 3-5 years in technical support with experience leading teams. The position offers a hybrid work structure, promoting flexibility and a fun work environment, alongside numerous perks aimed at personal and professional development.

Benefits

Hybrid work structure

Travel perks

Health & Wellness Programs

Employee Assistance Program

Employee Share Plan

Qualifications

• Minimum 3-5 years experience in an IT Service Desk or technical support environment.
• At least 1-2 years in a supervisory or team lead capacity.
• Experience with ticketing systems.

Responsibilities

• Lead, coach, and motivate the Service Desk team.
• Oversee timely resolution of incidents and service requests.
• Analyse service performance metrics for improvement.

Skills

Team leadership

Technical support

Customer service

Communication

IT service metrics analysis

Education

Relevant IT qualifications (A+, N+, MCP)

Tools

Ticket management systems

Job description

About The Role

Service Desk Team Leader (Level 2)

The Service Desk Team Leader is responsible for leading and supporting the Service Desk team (L2) to deliver exceptional technical support to all users. This role ensures that incidents requests and problems are resolved efficiently and professionally while maintaining high levels of customer satisfaction and adherence to service level agreements (SLAs). The role combines hands‑on technical expertise strong leadership and a focus on continuous improvement to ensure smooth day‑to‑day operations of the IT Service Desk.

Primary duties and responsibilities (KRAs)

Team Leadership & Management

• Lead coach and motivate the Service Desk team to deliver excellent IT support.
• Manage daily team activities ensuring coverage prioritisation and adherence to SLAs.
• Conduct regular 1 : 1s performance reviews and team meetings to foster engagement and development.
• Identify training needs and facilitate upskilling opportunities for team members.

Service Delivery

• Oversee the timely resolution of incidents and service requests through ticket management systems
• Ensure high-quality customer service through effective communication and follow‑up.
• Escalate recurring or critical issues to the appropriate support teams or management.
• Monitor ticket queues trends and workloads to ensure efficient workflow management.

Continuous Improvement

• Analyse service performance metrics to identify improvement opportunities.
• Contribute to the development and maintenance of Service Desk processes documentation and knowledge base.
• Participate in IT projects and service improvement initiatives.

Stakeholder & Customer Engagement

• Serve as the primary point of contact for escalations and communication between users and technical teams.
• Collaborate with other IT functions to resolve complex issues.
• Maintain a strong focus on service excellence user experience and continuous feedback.

Experience & Qualifications

Minimum 35 years experience in an IT Service Desk or technical support environment.

At least 12 years in a supervisory or team lead capacity.

Experience with ticketing systems

Relevant IT qualifications (A N MCP etc.) advantageous.

Work Perks! - Whats in it for you :

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun : At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition : Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!
• Use your smarts : Our people use their quick thinking expertise and tenacity to always figure things out.
• Love for travel : We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.
• Personal connections : We are a big business founded on personal relationships.
• Diversity Equity & Inclusion
• Diversity Day : paid leave to observe holiday or cultural celebration of your choice
• Employee Resource Groups (Racial Equity Gender Equity LGBTQ2IA Accessibility Environmental Justice)
• Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career not a job : We offer genuine opportunities for people to grow and evolve
• We back our people all the way : We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back : Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving volunteering and fundraising

Employee giving program

• Office Environmental Program
• 1 Volunteer Day per Calendar Year

Benefits Include :

• Travel perks / discounts for employees
• Health & Wellness ProgramsandEmployee Financial Wellness Services
• National / International Award Nights and Conferences
• Employee Assistance Program
• Employee Share Plan Ability to purchase company stock on Australian Stock Exchange with partial company match subject to terms and conditions
• Global career opportunities in a network of brands and businesses

If you are passionate about technology and enjoy solving complex problems we would love to hear from you!

Applications are NOW OPEN!

Employment Type : Full-Time

Experience : years

Vacancy : 1