Service Desk Lead

Hire Resolve; Pretoria; On-site; ZAR 600,000 - 800,000; Full time

Benefits offered by this job

Competitive salary based on experience

Job summary

A diversified financial services group is seeking a Service Desk Lead to oversee IT Service Desk operations in Pretoria. Key responsibilities include managing service desk functions, coaching team members, and ensuring compliance with IT policies. The ideal candidate has a relevant IT diploma, ITIL certification, and at least 5 years of helpdesk experience. This position offers a competitive salary based on experience and skills. Apply today if you're ready for a career-changing opportunity.

Qualifications

• Minimum of 5 years’ helpdesk/call center experience.
• Minimum of 2 years’ supervisory or team lead experience.
• Strong technical knowledge of networking and system administration.

Responsibilities

• Oversee daily service desk operations and manage the incoming ticket queue.
• Coach and mentor team members to enhance their capabilities.
• Collaborate with different teams to resolve complex issues.

Skills

Service desk management

Technical support

Coaching and mentoring

Incident management

Problem management

Remote management

Knowledge sharing

Education

Relevant IT Diploma or Degree

Matric certificate

ITIL certification

Tools

ITSM tools

Office 365

Windows OS

Entra ID (Azure Active Directory)

VPN

Job description

A diversified financial services group that provides professional advice and tailor‑made investment products across the entire financial value chain is seeking a Service Desk Lead who will be responsible for overseeing the daily operations of the IT Service Desk, ensuring the delivery of high‑quality technical support and effective service management across the organization.

Responsibilities

• Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
• Manage the incoming ticket queue, ensuring no requests are missed and that tickets are actioned per agreed‑upon Service Level Agreements (SLAs).
• Coach, mentor, and train team members to enhance capabilities, promote knowledge sharing, and skill development.
• Monitor Key Performance Indicators (KPIs) and SLAs to ensure team performance meets organizational goals.
• Provide advanced technical support for complex hardware, software, and network‑related issues.
• Act as the primary escalation point for complex incidents and service requests.
• Lead Root Cause Analysis (RCA) and problem management efforts to prevent recurring issues.
• Collaborate with infrastructure, application, and cybersecurity teams to resolve cross‑functional issues.
• Maintain and improve IT Service Management (ITSM) processes, specifically Incident, Request, and Problem Management.
• Contribute to the development and implementation of new processes and solutions to improve service delivery.
• Participate in Change Management processes, ensuring proper documentation and communication.
• Develop and maintain knowledge base articles, Standard Operating Procedures (SOPs), and technical documentation.
• Support IT projects, including rollouts, upgrades, and migrations.
• Ensure compliance with IT policies, security standards, and regulatory requirements (e.g., data privacy).

Minimum Requirements

• Matric certificate.
• Relevant IT Diploma or Degree.
• ITIL certification is required.
• Additional IT Certifications are advantageous.
• Minimum of 5 years’ helpdesk/call center experience.
• Minimum of 2 years’ supervisory or team lead experience within a service/helpdesk environment.
• Proficiency with service desk/ticketing systems (ITSM tools).
• Experience in Remote Management.
• Experience in enterprise monitoring solutions and managing voice solutions.
• Strong technical knowledge of:
  • Office 365, MS Teams.
  • Windows OS.
  • Entra ID (Azure Active Directory).
  • VPN.
• Knowledge of network and system administration.
• Familiarity with ITSM principles and best practice frameworks (e.g., ITIL, ISO 20000).
• Familiarity with ISO 27000 standards and data privacy laws.

Benefits

• Competitive salary based on experience (salary can potentially be more based on experience/skills).

IFyou meet the above requirements and want to make a career-changing move, apply today by emailing your CV to [e-mail]