Service Desk Lead

Job Description

In the role of Service Desk Lead, you will manage a team responsible for providing first-class IT support to our clients. Your leadership will ensure that service desk objectives are met, and client satisfaction remains high.

Responsibilities

• Supervise service desk operations, ensuring high-quality customer service.
• Analyze support trends and provide recommendations for improvements.
• Collaborate with vendors for service procurement and support.
• Create reports on service desk performance for management reviews.
• Encourage a customer-first mindset within the team.
• Train staff on new technologies and processes.
• Ensure regular updates of the knowledge base.

Requirements

Education

• Bachelor's degree in relevant field
• Postgraduate degree is advantageous

Experience

• 5+ years in a service delivery role, with leadership experience

Technical Skills

• Service Desk Solutions
• Data Analysis

Soft Skills

• Team Management
• Conflict Resolution

Certifications

• Lead Auditor Certification

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience with IT Security: Knowledge of IT security principles and practices is a plus.
• IT Project Management Experience: Experience in managing IT projects is advantageous.

Benefits

• Health and wellness benefits
• Generous leave policy including family responsibility leave
• Support for continuous learning and certifications
• Performance bonuses based on team success

Company Culture

• Innovation: Innovation is key to our success, and we encourage our staff to think creatively.
• Employee Engagement: We actively engage employees in decision-making and encourage feedback.
• Work-Life Balance: We promote a healthy work-life balance through flexible working arrangements.