Service Desk Lead

Hire Resolve; Pretoria; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services firm is seeking a Service Desk Lead in Pretoria to manage daily service desk operations and provide high-level technical support. The ideal candidate will have over 5 years of helpdesk experience with at least 2 years in a supervisory role. Responsibilities include overseeing technical support, mentoring the IT team, and improving service delivery processes. This position offers an opportunity to enhance user satisfaction within a dynamic IT environment.

Qualifications

• 5+ years of helpdesk experience in a call center environment.
• Minimum of 2 years in a supervisory or team lead role.
• Strong technical knowledge of Office 365, MS Teams, and Windows OS.
• Proven experience with service desk/ticketing systems and remote support tools.

Responsibilities

• Manage daily service desk operations, including scheduling and task delegation.
• Oversee advanced technical support for hardware, software, and network issues.
• Act as the primary escalation point for complex incidents.
• Develop and improve ITSM processes for incidents and requests.

Skills

Problem-solving

Communication (verbal/written)

Customer service orientation

ITSM principles

Time management

Organizational skills

Education

Matric certificate

Relevant IT diploma or degree

ITIL certification

Additional IT certifications

Tools

Service desk/ticketing systems

Remote support tools

Office 365

MS Teams

Windows OS

VPN

Job description

A leading financial services firm seeks a Service Desk Lead to manage daily service desk operations, provide high‑level technical support, and lead the IT technician team. The role focuses on resolving complex incidents, driving service improvements, and collaborating across teams to enhance IT service delivery and user satisfaction.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
• Review, prioritize, and assign incoming tickets to appropriate team members.
• Act as the primary escalation point for complex incidents and service requests.
• Lead root cause analysis and problem management to prevent recurring issues.
• Mentor and coach team members to develop their technical and professional skills.
• Monitor and report on KPIs and SLAs to ensure performance targets are met.
• Collaborate with infrastructure, applications, and cybersecurity teams to resolve cross‑functional issues.
• Develop, implement, and improve ITSM processes for incidents, requests, and problems.
• Maintain and update knowledge base articles, SOPs, and technical documentation.
• Support IT projects such as system rollouts, upgrades, and migrations.
• Identify and drive process improvements to enhance service delivery.
• Ensure compliance with IT policies, security standards, and regulatory requirements.

Requirements

Education & Certifications:

• Matric certificate.
• Relevant IT diploma or degree.
• ITIL certification is required.
• Additional IT certifications are advantageous.

Experience:

• 5+ years of helpdesk experience in a call center environment.
• Minimum of 2 years in a supervisory or team lead role.
• Proven experience with service desk/ticketing systems, remote support tools, and automated software deployment.
• Strong technical knowledge of Office 365, MS Teams, Windows OS, Entra ID, and VPN.
• Hands‑on experience with network/system administration, enterprise monitoring, and voice solutions.

Skills & Competencies:

• Excellent problem‑solving, communication (verbal/written), and conflict resolution skills.
• Strong customer service orientation with a professional demeanor.
• Proficiency in ITSM principles, data privacy practices, and ISO 27000 standards.
• Ability to manage time, prioritize tasks, work independently, and mentor a team.
• Highly organized with keen attention to detail and the ability to multi‑task effectively.

Attributes:

• Proactive, resilient, and adaptable under pressure.
• Strategic thinker with a collaborative, customer‑focused mindset.
• Ethical, diplomatic, and able to communicate technical concepts clearly.

Contact Gaby Turner at [e-mail] or on LinkedIn. Apply for this role today.

Visit the Hire Resolve website: hireresolve.us or email us your CV: [e-mail].

5 people have applied for this job. 150 people have viewed this job.

About Hire Resolve

Hire Resolve removes the stress of the career search by understanding you as an individual. We take more than just your qualifications into account, considering factors like your salary and benefits expectations as well as your preferred workplace culture to ensure that we find the perfect opportunities to meet your unique needs.

As a specialist recruitment agency, we focus on the Engineering, Finance, IT, Mining, Manufacturing, and Logistics industries. Our team of recruitment consultants is well‑versed and highly networked in the industries in which they operate and are dedicated to ensuring that every placement is a perfect fit.