Service Desk Team Lead: SLA & Support Excellence

Ithemba Recruitment- Sourcing Top Talent; Johannesburg; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading recruitment agency in Johannesburg seeks a Service Delivery Manager to oversee incident resolution, manage staff and achieve Service Level Agreements. The ideal candidate should have 7 years of experience in service delivery management, advanced knowledge of Microsoft Office applications, and relevant certifications like Microsoft MCSE. Responsibilities include providing remote support, managing SLA compliance, and ensuring customer satisfaction. A background in using service desk applications is advantageous.

Qualifications

• 7 years proven experience in service delivery management.
• Advanced knowledge in Microsoft Office, particularly Outlook, Word, and Excel.
• Experience in implementing Service Operating Processes.

Responsibilities

• Manage staff to achieve SLA and OLA requirements.
• Provide remote support and diagnostics for user issues.
• Document resolutions for future reference.
• Perform regular capacity monitoring and troubleshooting.

Skills

Leadership

Troubleshooting

Customer service

Microsoft Office proficiency

Education

Microsoft MCSE qualification

BTech degree

Tools

ITSM

Remedy

Service Manager

Job description

A leading recruitment agency in Johannesburg seeks a Service Delivery Manager to oversee incident resolution, manage staff and achieve Service Level Agreements. The ideal candidate should have 7 years of experience in service delivery management, advanced knowledge of Microsoft Office applications, and relevant certifications like Microsoft MCSE. Responsibilities include providing remote support, managing SLA compliance, and ensuring customer satisfaction. A background in using service desk applications is advantageous.