The IT Service Desk Lead will be responsible for leading and overseeing the IT Service Desk team to ensure efficient, customer-focused delivery of technical support services. This role involves supervising daily operations, managing ticket queues, and acting as the primary escalation point for complex technical issues.

Key responsibilities include providing mentorship, performance oversight, and fostering continuous development for team members. The lead will also be instrumental in promoting best practices and driving process improvements within the service desk function. Collaboration with other IT departments and external vendors is crucial for resolving issues, maintaining high service quality, and ensuring compliance with defined Service Level Agreements (SLAs).

Qualifications:

Full Grade 12 school certificate, bachelor's degree in Information Technology, Computer Science, or equivalent. A minimum of 3 years of experience in a senior helpdesk or technical role is required. Membership with ICTAZ is mandatory.

• To lead and oversee the IT Service Desk team to ensure efficient, customer-focused delivery of technical support services.
• Supervise daily operations, manage ticket queues, and act as the escalation point for complex issues.
• Provide mentorship, performance oversight, and continuous development for team members while promoting best practices and process improvements.
• Collaborate with other IT functions and external vendors to resolve issues, maintain service quality, and ensure compliance with defined SLAs.

• Full Grade 12 school certificate
• bachelors degree in information technology, Computer Science or equivalent
• minimum of 3 years in a senior helpdesk or technical role
• paid up member of ICTAZ