Service Desk Lead - IT Support & Incident Management

PurpleBlue Technologies; Pretoria; On-site; ZAR 360,000 - 480,000; Full time

Job summary

PurpleBlue Technologies is seeking a Service Desk Team Leader for onsite work in Pretoria. You will provide first and second line technical support across the DOJ ICT environment, ensuring timely resolution of logged calls and adherence to SLAs.

You will lead governance within the Service Desk Operations Management Tower, mentor junior staff, and coordinate with third parties to resolve incidents while keeping stakeholders informed.

Qualifications

• Minimum NQF Level 4 (Matric)
• A+ and N+ certifications
• Minimum 1-year ITSM tool experience
• Minimum 3 years’ experience in a similar ICT support role

Responsibilities

• Log, troubleshoot, resolve or assign Incidents and Service Requests in the ICT service support environment.
• Ensure calls are categorised, prioritised, and actioned per approved processes.
• Log, triage, and resolve intermediate to complex ICT service issues.
• Register Incidents and Service Requests in the ITSM tool per data capture standards.
• Assign calls to resolver queues when beyond first-line capability.
• Coordinate third-party incident resolution and warranty/break-fix repairs.
• Update the Asset Register / CMDB for asset/CI changes.
• Conduct morning checks on assigned service statuses and broadcast updates.

Skills

Resilience under pressure

Accountability

Structured problem solving

Team collaboration

Education

Minimum NQF Level 4 (Matric)

A+ and N+ certifications

Tools

ITSM tool experience

Job description

PurpleBlue Technologies is seeking a Service Desk Team Leader for onsite work in Pretoria. You will provide first and second line technical support across the DOJ ICT environment, ensuring timely resolution of logged calls and adherence to SLAs.

You will lead governance within the Service Desk Operations Management Tower, mentor junior staff, and coordinate with third parties to resolve incidents while keeping stakeholders informed.