Team Lead: Service Desk

Altron; Gauteng; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Altron is seeking a Service Desk Team Lead based in Gauteng to guide the onsite service desk and deliver efficient IT support. You will ensure ticketing adheres to SLAs, coach the team, and promote first-contact resolution and self-service tools.

The role requires ITIL V4 certification, 5+ years in service desk management, and strong customer-facing skills. Onsite five days a week in Randburg with standby coverage and potential overtime.

Qualifications

• Matric – Grade 12.
• ITIL V4 certified.
• HDI or SDI certifications.
• Minimum 5+ years in service desk management.
• Customer facing experience.
• Desktop support experience.

Responsibilities

• Oversee daily service desk operations and prioritize tickets within SLAs.
• Monitor team performance and manage workload distribution.
• Handle escalations and act as primary contact for customers.
• Provide regular service updates and drive first-contact resolution.
• Promote self-service tools and automation to improve efficiency.
• Coach and mentor team members and drive continuous improvement.

Skills

Customer facing

Team leadership

IT service management

Desktop support

Education

Matric Grade 12

ITIL V4 certification

HDI/SDI certification

Job description

By submitting your CV on this Career Portal, you acknowledge that your personal information will be processed in accordance with the Protection of Personal Information Act (POPI Act).

We will use your information to: Match your qualifications with suitable job opportunities, Contact you regarding potential employment, and Manage your application in our system.

Your personal information will be kept confidential and protected with appropriate security measures.

You have the right to access your information, request corrections, and object to its use. Should you wish to withdraw your application, you may do so on the Application screen.

If you have any questions about our POPI policy, please contact us via our details on the Altron Website.

Position Number: 3522

Reference Number: 2027183

Introduction:
Business Unit: Altron Digital Business:
Department: Service Delivefry
Location: Gauteng
Appointment Type: Permanent
We are looking for a Service Desk Team Leader will be responsible for managing and guiding the onsite service desk team to deliver efficient, customer-focused IT support. This role emphasizes operational productivity, proactive issue resolution, and a "shift-left" strategy-empowering the team to resolve more issues at the first point of contact and continuously improve service delivery. Note: Due to text limitations within the CRS system, this advertisement provides a summary of the role, responsibilities, and requirements.

Required Tasks

The Service Desk Team Lead is responsible for overseeing daily service desk operations, ensuring tickets are prioritized and resolved within agreed SLAs while maintaining high levels of productivity and customer satisfaction. This includes monitoring team performance, managing workload distribution, handling escalations, and serving as the primary point of contact for customers. The role also involves providing regular service updates, driving first-contact resolution, and promoting the use of self-service tools and automation to improve efficiency.
In addition, the Team Lead will coach and mentor team members, foster a culture of accountability and continuous improvement, and support ongoing skills development. The role requires analyzing service desk trends and performance data to identify opportunities for process optimization, reduce ticket volumes, improve resolution times, and enhance the overall customer experience while staying informed of emerging technologies & services.

Requirements

Matric – Grade 12
ITIL V4 certified
Any other service desk certifications like HDI or SDI
Minimum 5+ years in service desk management environment
Customer facing experience
Desktop support experience

General Comments

Must have own vehicle
5 days a week onsite - Randburg
Must be able to work as manager on duty (Standby)
Will work overtime when required
Must have a mobile phone