Location: Pretoria, Gauteng
Position Type: Permanent
Posted on: 01 October 2025
Salary: R420,000 – R492,000 per annum
Job Description
A diversified financial services group is seeking a Service Desk Lead to oversee the daily operations of the IT Service Desk. This role involves managing high-quality technical support, ensuring effective service management, and leading a team to meet the organization’s goals.
Responsibilities:
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Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
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Manage the incoming ticket queue, ensuring that requests are addressed according to Service Level Agreements (SLAs).
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Coach, mentor, and train team members, promoting knowledge sharing and skill development.
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Monitor Key Performance Indicators (KPIs) and SLAs to ensure team performance aligns with organizational goals.
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Provide advanced technical support for complex hardware, software, and network issues.
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Act as the primary escalation point for complex incidents and service requests.
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Lead Root Cause Analysis (RCA) and problem management efforts to prevent recurring issues.
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Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional problems.
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Maintain and improve IT Service Management (ITSM) processes (Incident, Request, and Problem Management).
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Contribute to the development and implementation of processes and solutions to improve service delivery.
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Participate in Change Management processes, ensuring proper documentation and communication.
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Develop and maintain knowledge base articles, Standard Operating Procedures (SOPs), and technical documentation.
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Support IT projects, including rollouts, upgrades, and migrations.
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Ensure compliance with IT policies, security standards, and regulatory requirements (e.g., data privacy).
Minimum Requirements:
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Matric Certificate.
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Relevant IT Diploma or Degree.
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ITIL Certification (required).
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Additional IT Certifications (advantageous).
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Minimum of 5 years’ helpdesk/call center experience.
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Minimum of 2 years’ supervisory or team lead experience in a service/helpdesk environment.
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Proficiency with service desk/ticketing systems (ITSM tools).
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Experience in Remote Management.
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Experience with enterprise monitoring solutions and voice solutions.
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Strong technical knowledge in:
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Office 365, MS Teams
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Windows OS
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Entra ID (Azure Active Directory)
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VPNs
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Network and system administration
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Familiarity with ITSM principles and best practices (e.g., ITIL, ISO 20000).
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Knowledge of ISO 27000 standards and data privacy laws.
Benefits:
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Competitive salary based on experience (may increase based on qualifications and skills).
How to Apply:
If you meet the qualifications and want to make a career-changing move, apply by emailing your CV to itcareers@hireresolve.za.com.
This role is perfect for someone who is looking to grow their leadership skills and drive high-level IT service management across a dynamic organization. If you have the technical know-how and leadership experience to manage a service desk, this opportunity could be a great career move!