Durban: Helpdesk Service Delivery Lead

Help Desk Service Delivery Lead Duties & Responsibilities Lead, manage, and develop the Help Desk team to ensure high performance and consistent achievement of benchmarks and targets Provide daily support, guidance, and direction to the team, fostering a motivated and results‑driven environment Oversee end-to-end incident, request, and problem management processes Manage escalations and high-priority (P1 / P2) issues and ensure timely resolution Monitor and ensure adherence to SLAs taking corrective action where required Drive continual service improvement (CSI) Manage reporting, dashboards, KPIs, performance reviews Collaborate with internal teams Support service transition activities for new technologies, services, and processes Identify opportunities to enhance customer experience and overall service quality Desired Experience & Qualifications 5 years experience in IT Service Desk, IT Support, or IT Operations Minimum 5 years in a leadership, supervisory, or Service Desk Manager role Proven track record of leading a help desk or service delivery team to meet KPIs and performance targets Experience in handling major incidents, escalations, and service-critical situations Strong people leadership skills with the ability to coach, motivate, and develop a team Excellent communication skills and the ability to remain calm, professional, and decisive under pressure Exposure to CSI, customer experience improvement, or service transition processes advantageous Key Competencies Highly driven, proactive, and focused on achieving results through the team Strong customer-centric mindset with a commitment to service excellence Ability to inspire, lead, and support a high-performing Help Desk team Organised, methodical, and detail-oriented Strong analytical and reporting skills with the ability to interpret trends and take action Excellent problem-solving ability with a solutions-driven approach High levels of accountability, ownership, and professionalism Ability to remain calm and effective in high-pressure or escalated situations Strong communication and stakeholder management abilities