Service Desk Team Leader

Ilaunch; Cape Town; Hybrid; ZAR 420,000 - 600,000; Full time

Job summary

Ilaunch in Cape Town is seeking a Service Desk Team Leader to oversee daily operations and coordinate service delivery. You will lead a team, balance workloads, manage escalations, and ensure incidents are resolved within SLAs while maintaining high user satisfaction.

Responsibilities include monitoring performance, coordinating with IT teams and vendors, producing weekly updates for ICT management, and monthly management reports.

Qualifications

• Matric / Grade 12 is required.
• IT qualification with ITIL Service Management / Service Delivery certification is required.
• Minimum 3 years' experience managing an ICT Service Desk or Helpdesk team is required.
• Experience implementing and supporting ITIL-based service management practices is required.
• Experience managing third-party service providers and vendors is required.

Responsibilities

• Lead and supervise day-to-day Service Desk operations.
• Manage support resources, workloads, escalations, and service delivery performance.
• Provide first-line and second-line triage support where required.
• Ensure incidents, requests and user queries are managed within SLAs.
• Maintain issue, risk, and action logs relating to Service Desk operations.
• Coordinate with internal technical teams and third-party service providers.
• Monitor service quality, identify trends, and recommend process improvements.
• Prepare and deliver weekly operational updates to ICT management.
• Compile monthly management reports.

Skills

Leadership

People management

ITIL awareness

Stakeholder communication

Service desk management

Education

IT qualification with ITIL certification

Matric / Grade 12

Tools

Windows Server

Active Directory

Office 365

SharePoint

Unified communications

Job description

Contract Hybrid Opportunity in Cape Town

Established Organisation is looking for a Service Desk Team Leader to join their team and be responsible for managing and coordinating daily Service Desk operations.

Key Responsibilities:

• Lead and supervise day-to-day Service Desk operations.
• Manage support resources, workloads, escalations, and service delivery performance.
• Provide first-line and second-line triage support where required.
• Ensure incidents, service requests, and user queries are managed effectively and resolved within agreed service levels.
• Maintain issue, risk, and action logs relating to Service Desk operations.
• Coordinate with internal technical teams and third-party service providers.
• Monitor service quality, identify trends, and recommend process improvements.
• Prepare and deliver weekly operational updates to ICT management.
• Compile monthly management reports

Minimum Requirements:

• Matric / Grade 12
• Relevant Information Technology qualification coupled with ITIL Service Management / Service Delivery certification
• Minimum 3 years' experience managing an ICT Service Desk or Helpdesk team
• Demonstrated experience implementing and supporting ITIL-based service management practices.

Experience managing third-party service providers and support vendors.

Proven ability to manage escalations, service performance, and support teams.

Advanced knowledge of Microsoft Windows Server, Active Directory, including design, security, and administration, Messaging technologies, archiving, and unified communications, Microsoft Office 365 administration and support, Cloud and mobile technologies and Microsoft SharePoint.

Service Desk Team Leader • Southern Suburbs, Western Cape, ZA