Job Title: IT Service Desk Lead

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 escalation point for complex issues. The Lead will also provide mentorship, performance oversight, and continuous development for team members, while promoting best practices and process improvements. Collaboration with other IT functions and external vendors is crucial to resolve issues, maintain service quality, and ensure compliance with defined SLAs.

Qualifications:

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

• 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.
• Promote 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