Job Description
About the Role
We are seeking an experienced and driven Service Desk Team Lead to lead and support a high-performing service desk team in a fast-paced IT and telecommunications environment. The ideal candidate will bring strong people leadership, incident and event management expertise, and a customer-focused approach to service delivery.
Key Responsibilities
- Inspire and motivate the team with a clear vision
- Foster collaboration, innovation, and accountability
- Develop team members’ skills through coaching and training
- Resolve conflicts and maintain a positive work culture
- Conflict management abilities
- Coaching and mentoring for skill development
- Positive attitude required with excellent telephone etiquette
- Team player with good work ethic and attendance record
- Self-driven Get the job done
- Strong sense of responsibility in taking ownership of problems and seeing them through till completion
- Excellent cross-team collaboration and interaction
- Excellent written and verbal communication skills
- Report progress, risks, and solutions to executives and stakeholders
- Strong event management abilities with customer focus
- Excellent customer satisfaction, interaction, and engagement
- Work under strict Service Level Agreements and meeting targets
- Attention to detail
- Strong prioritisation skills when dealing with P1, P2 and P3 incidents
- Aligning team operations with organisational goals
Requirements
Minimum of 3 years management experience or a minimum of 8-10 years in role experience
Event Management Experience
Multi-tasking skills
Telecommunication Experience
IT Incident Management Experience
Managing of Service Desk Experience
Managing a team that performs shift work
Report writing experience
Telecommunication experience
Qualifications
Matric
Tertiary Qualification or Equal Experience
ITIL foundation certification and or experience
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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