Team Lead: Communications and Projects

Believe Resourcing; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading recruitment agency is seeking a proactive Team Lead: Communications and Projects in Cape Town. The ideal candidate will have 2-3 years of experience in an IT Service Desk environment and demonstrate strong communication and organisational skills. Responsibilities include overseeing project timelines, leading service desk coordinators, and ensuring client satisfaction. This role offers competitive perks including medical aid, profit sharing, and potential international travel for top performers.

Benefits

Loyalty-based medical aid

Retirement annuity

Overtime

Social events

Profit share for top achievers

Qualifications

• 2–3 years experience in an IT Service Desk or IT support environment.
• Experience coordinating tasks with technical teams.
• Familiarity with ITIL and Agile/Scrum knowledge advantageous.

Responsibilities

• Lead Service Desk Coordinators and ensure consistent communication.
• Oversee project timelines and client updates.
• Monitor all communication channels and track project progress.

Skills

Strong communication skills

Organisational ability

Decision-making

Customer focus

Tools

ITSM/ticketing systems

Job description

Team Lead: Communications and Projects

Location: Century City, Cape Town
Employment Type: Permanent
Start Date: ASAP

About the Role

Our client is seeking a proactive and highly organised Team Lead to oversee communications, project coordination, and Service Desk delivery. This role ensures clients receive timely updates, projects stay on track, and daily operations run smoothly across all support channels.

Key Responsibilities

• Lead Service Desk Coordinators and ensure consistent communication and ticket management
• Oversee project timelines, deliverables, and client updates
• Monitor all communication channels (email, phone, WhatsApp, ticket system)
• Track ticket queues, project progress, and team performance
• Coordinate with engineers, project teams, and third parties
• Manage incident logging, escalation, and documentation
• Maintain SOPs, guides, and knowledge base content
• Prepare weekly KPI, monitoring, and performance reports
• Identify process improvements and support continuous service enhancement

Requirements

• 2–3 years experience in an IT Service Desk or IT support environment
• Strong communication skills across multiple channels
• Understanding of ticket workflows, prioritisation, escalations, and SLAs
• Experience coordinating tasks with technical teams
• Strong organisational and multi-tasking ability
• Familiarity with ITSM/ticketing systems
• Experience working with clients and managing expectations
• Reporting experience (KPIs, dashboards, service metrics)
• ITIL and Agile/Scrum knowledge advantageous

Core Competencies

• Strong decision-making and problem-solving
• Customer focus and professionalism
• Excellent organisation and planning
• Clear written and verbal communication
• Leadership, coaching, and conflict management
• High energy, initiative, and drive

Perks

• Loyalty-based medical aid and retirement annuity
• Overtime
• Social events and Friday lunches
• International travel opportunities for strong performers
• Profit share for top achievers