Helpdesk Service Delivery Lead

Recruiter:

Tradelink

Job Ref:

Helpdesk Service Del..

Date posted:

Tuesday, February 10, 2026

Location:

Durban, South Africa

Salary:

250000

SUMMARY:
Helpdesk Service Delivery Lead

POSITION INFO:

Help Desk Service Delivery Lead

Duties & Responsibilities

Lead, manage, and develop the Help Desk team to ensure high performance and consistent achievement of benchmarks and targets
Provide daily support, guidance, and direction to the team, fostering a motivated and results‑driven environment
Oversee end-to-end incident, request, and problem management processes
Manage escalations and high-priority (P1 / P2) issues and ensure timely resolution
Monitor and ensure adherence to SLAs taking corrective action where required
Drive continual service improvement (CSI)
Manage reporting, dashboards, KPIs, performance reviews
Collaborate with internal teams
Support service transition activities for new technologies, services, and processes
Identify opportunities to enhance customer experience and overall service quality

Desired Experience & Qualifications

5+ years’ experience in IT Service Desk, IT Support, or IT Operations
Minimum 5 years in a leadership, supervisory, or Service Desk Manager role
Proven track record of leading a help desk or service delivery team to meet KPIs and performance targets
Experience in handling major incidents, escalations, and service-critical situations
Strong people leadership skills with the ability to coach, motivate, and develop a team
Excellent communication skills and the ability to remain calm, professional, and decisive under pressure
Exposure to CSI, customer experience improvement, or service transition processes – advantageous

Key Competencies

Highly driven, proactive, and focused on achieving results through the team
Strong customer-centric mindset with a commitment to service excellence
Ability to inspire, lead, and support a high-performing Help Desk team
Organised, methodical, and detail-oriented
Strong analytical and reporting skills with the ability to interpret trends and take action
Excellent problem-solving ability with a solutions-driven approach
High levels of accountability, ownership, and professionalism
Ability to remain calm and effective in high-pressure or escalated situations
Strong communication and stakeholder management abilities

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