ContractIT & Software
Service Desk Team Leader
- Contract
- Contract
- Minimum qualification
- Matric / Grade 12
- Closing date
First listed . Last checked at source .
At a glance
- At least 3 years of experience.
- Microsoft Office
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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.
iLaunch (Pty) Ltd
Recruiter
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