Service Desk Lead: Elevate IT Support & Team Impact

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 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.