Service Desk Lead

• Provide advanced technical support for hardware software and network issues.

• Oversee daily service desk operations including scheduling task delegation and performance monitoring.

• Review prioritize and assign incoming tickets to appropriate team members.

• Act as the primary escalation point for complex incidents and service requests.

• Lead root cause analysis and problem management to prevent recurring issues.

• Mentor and coach team members to develop their technical and professional skills.

• Monitor and report on KPIs and SLAs to ensure performance targets are met.

• Collaborate with infrastructure applications and cybersecurity teams to resolve cross-functional issues.

• Develop implement and improve ITSM processes for incidents requests and problems.

• Maintain and update knowledge base articles SOPs and technical documentation.

• Support IT projects such as system rollouts upgrades and migrations.

• Identify and drive process improvements to enhance service delivery.

• Ensure compliance with IT policies security standards and regulatory requirements.

Education and Certifications:

• Matric certificate.

• Relevant IT diploma or degree.

• ITIL certification is required.

• Additional IT certifications are advantageous.

Experience:

• 5 years of helpdesk experience in a call center environment.

• Minimum of 2 years in a supervisory or team lead role.

• Proven experience with service desk/ticketing systems remote support tools and automated software deployment.

• Strong technical knowledge of Office 365 MS Teams Windows OS Entra ID and VPN.

• Hands-on experience with network/system administration enterprise monitoring and voice solutions.

Skills and Competencies:

• Excellent problem-solving communication (verbal/written) and conflict resolution skills.

• Strong customer service orientation with a professional demeanor.

• Proficiency in ITSM principles data privacy practices and ISO 27000 standards.

• Ability to manage time prioritize tasks work independently and mentor a team.

• Highly organized with keen attention to detail and the ability to multi-task effectively.

Attributes:

• Proactive resilient and adaptable under pressure.

• Strategic thinker with a collaborative customer-focused mindset.

• Ethical diplomatic and able to communicate technical concepts clearly.