Service Desk Lead

A diversified financial services group that provides professional advice and tailor-made investment products across the entire financial value chain is seeking a Service Desk Lead who will be responsible for overseeing the daily operations of the IT Service Desk, ensuring the delivery of high-quality technical support and effective service management across the organization. 

Responsibilities:

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

• Manage the incoming ticket queue, ensuring no requests are missed and that tickets are actioned per agreed-upon Service Level Agreements (SLAs).

• Coach, mentor, and train team members to enhance capabilities, promote knowledge sharing, and skill development.

• Monitor Key Performance Indicators (KPIs) and SLAs to ensure team performance meets organizational goals.

• Provide advanced technical support for complex hardware, software, and network-related issues.

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

• Lead Root Cause Analysis (RCA) and problem management efforts to prevent recurring issues.

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

• Maintain and improve IT Service Management (ITSM) processes, specifically Incident, Request, and Problem Management.

• Contribute to the development and implementation of new processes and solutions to improve service delivery.

• Participate in Change Management processes, ensuring proper documentation and communication.

• Develop and maintain knowledge base articles, Standard Operating Procedures (SOPs), and technical documentation.

• Support IT projects, including rollouts, upgrades, and migrations.

• Ensure compliance with IT policies, security standards, and regulatory requirements (e.g., data privacy).

Minimum Requirements:

• Matric certificate.

• Relevant IT Diploma or Degree.

• ITIL certification is required.

• Additional IT Certifications are advantageous.

• Minimum of 5 years’ helpdesk/call center experience.

• Minimum of 2 years’ supervisory or team lead experience within a service/helpdesk environment.

• Proficiency with service desk/ticketing systems (ITSM tools).

• Experience in Remote Management.

• Experience in enterprise monitoring solutions and managing voice solutions.

• Strong technical knowledge of:

  • Office 365, MS Teams.

  • Windows OS.

  • Entra ID (Azure Active Directory).

  • VPN.

• Knowledge of network and system administration.

• Familiarity with ITSM principles and best practice frameworks (e.g., ITIL, ISO 20000).

• Familiarity with ISO 27000 standards and data privacy laws.

Benefits:

• Competitive salary based on experience (salary can potentially be more based on experience/skills)

IF you meet the above requirements and want to make a career-changing move, apply today by emailing your CV to itcareers@hireresolve.za.com