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Pretoria: Service Desk Lead posted by Hire Resolve

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Job Description

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).

View Job  Johannesburg South: Branch Manager posted by Network Finance

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 .za



GO APPLY NOW

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