Service Desk Team Lead - SLA & Incident Champion

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

Job summary

Pretoria-based PurpleBlue Technologies is seeking a Service Desk Team Leader to oversee day-to-day operations, supervise agents and engineers, and ensure adherence to SLAs. The role requires ITIL expertise, ITSM tool experience, and strong service-oriented leadership.

The position is onsite in Pretoria with standard hours and occasional outside-hours escalations for critical incidents. You will report through the Service Desk Operations Management Tower and contribute to continuous improvement.

Qualifications

• Must hold NQF Level 6 National Diploma in IT or SAQA-recognised equivalent.
• ITIL Foundation certification required.
• Minimum 1 year ITSM tool experience.
• Minimum 3 years in a similar ICT environment.

Responsibilities

• Supervise and coordinate activities of Service Desk Agents and Engineers.
• Ensure SLA-aligned response and resolution performance across all logged calls.
• Allocate, prioritize, and track workload queues including: Incidents; Service Requests; Major Incident communications; Escalations.
• Ensure calls are logged correctly and categorized in the ITSM tool.
• Ensure escalations follow the approved escalation framework.

Skills

Leadership

Communication

Customer service

Analytical thinking

Education

NQF Level 6 National Diploma in IT or SAQA-recognised equivalent

ITIL Foundation certification

1-year ITSM Tool experience

3 years’ experience in a similar ICT environment

Tools

ITSM Tool

Job description

Pretoria-based PurpleBlue Technologies is seeking a Service Desk Team Leader to oversee day-to-day operations, supervise agents and engineers, and ensure adherence to SLAs. The role requires ITIL expertise, ITSM tool experience, and strong service-oriented leadership.

The position is onsite in Pretoria with standard hours and occasional outside-hours escalations for critical incidents. You will report through the Service Desk Operations Management Tower and contribute to continuous improvement.