SERVICE DESK LEAD

SUMMARY:
The Service Desk Lead is responsible for overseeing the daily operations of the IT service desk team

POSITION INFO:

An established organisation in the financial sector is seeking an experienced Service Desk Lead to join their team. This role offers an excellent opportunity for a professional with exceptional verbal and written communication skills to lead a high‑performing support function and advance their career within a respected, well‑structured environment. You’ll play a key role in driving service excellence, supporting users, and contributing to the organisation’s overall IT success. Your:

Education:

• Matric
• Relevant IT diploma or degree
• Minimum of 5 years’ helpdesk experience in a call center environment of which 2 years of supervisory or team lead experience within a service desk or helpdesk
• Strong technical knowledge of Office365, MS Teams, Windows OS, EntraID, VPN, etc.
• IT Certifications
• ITIL certified

Experience:

• Proficiency with service desk or ticketing systems.
• Knowledge of network and system administration.
• Customer service orientation and conflict resolution skills.
• Excellent problem-solving.

Critical Competencies:

Knowledge

• Customer centric attitude
• Proficiency in Helpdesk ticketing system
• Proficiency in Automated client software deployment solutions
• Attention to detail
• Analytical and problem solving ability
• Ability to work well in a team and also autonomously
• Professional attitude and appearance.
• Excellent organizational skills.
• Multi-tasking and time management skills, with the ability to prioritize tasks.
• Proven industry experience in enterprise monitoring solutions
• Industry experience in managing voice solutions
• Knowledge of ITSM principles.
• Familiarity with ISO 27000 standards.
• Knowledge of applicable data privacy practices and laws
• Ability to develop innovative, practical and sustainable solutions.
• Show independence and initiative in identifying and solving problems.
• Plan and prioritize tasks and work for front line support according to agreed timelines.
• Must be able to work with minimal supervision
• Highly motivated and enthusiastic

Skills

• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services

Will enable you to do the following:

Duties:

• Provide advanced technical support for hardware, software, and network-related issues.
• Overseeing the day-to-day activities of the service desk team, including scheduling, task delegation, and performance monitoring.
• Reviews the queue of incoming tickets to ensure no requests are missed and that they are being addressed according to agreed-upon timeframes.
• Assess the nature of each ticket and assign it to the appropriate team member based on their skills, workload, and the complexity of the issue.
• Act as an escalation point for complex incidents and service requests.
• Lead root cause analysis and problem management efforts to prevent recurring issues.
• Providing coaching, mentoring, and training to team members to enhance their capabilities, promoting knowledge sharing and skill development.
• Monitor service desk key performance indicators (KPIs) and service level agreements (SLAs) to ensure team performance meets organizational goals.
• Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.
• Contributing to the development and implementation of incident and problem management processes to improve service delivery.
• Participate in change management processes and ensure proper documentation and communication.
• Maintain and improve ITSM processes, including incident, request, and problem management.
• Develop and maintain knowledge base articles, SOPs, and technical documentation.
• Support IT projects, including rollouts, upgrades, and migrations.
• Identifying areas for improvement in service desk processes and contributing to the development and implementation of new solutions.
• Ensure compliance with IT policies, security standards, and regulatory requirements.