60 Service desk team lead Jobs and Work

Service Desk Team Lead
XLink —Sandown, Gauteng
Concierge
The Capital Hotels and Apartments —Ballito, KwaZulu-Natal
- R12 000 - R15 000 a month
- Full-time
Dispatch Manager
Fresh Bake —East London, Eastern Cape
- R8 000 - R10 000 a month
- Full-time
Quick Apply
8d
Reception
Advtech —Johannesburg, Gauteng
Assistant Front Office Manager
Radisson Hotel Group —Middelburg, Mpumalanga 1055
- Full-time
Quick Apply
12d
Front Office_Night Auditor
Radisson Hotel Group —Middelburg, Mpumalanga 1055
- Full-time
Quick Apply
12d
Service Manager
Franschhoek Wine Tram —Franschhoek, Western Cape 7690
- Full-time
Quick Apply
Service Desk Manager
IMPRONICS DIGITECH PRIVATE LIMITED —Johannesburg, Gauteng
- Full-time
Quick Apply
Head of Treasury
ZEPZ TECHNOLOGY SERVICES LIMITED —Home Based
- Remote
Service Delivery Co-ordinator
Zinia —Paulshof, Gauteng
- R18 000 - R28 000 a month
Quick Apply
12d
Financial Advisor
Dis-Chem Life —Durban, KwaZulu-Natal
After Hours IT Support Technician II - South Africa
Dedicated IT —Home Based
- R35 000 - R50 000 a month
- Remote
Quick Apply
Receptionist / Administrator (CRM)
VEXEN Technologies —Bellville, Western Cape 7530
- R6 500 - R10 000 a month
- Full-time
Quick Apply
5d
Sales Coordinator
McCormick & Company —Midrand, Gauteng
7d
Technical Support Agent
Keen —Cape Town, Western Cape
- R196 200 a year
- Full-time
Quick Apply
Independent Sales Partner / Lead Finder
Blueprint Studio —Johannesburg, Gauteng
- Part-time
Quick Apply
Engineering Lead- Options
Keyrock —Johannesburg, Gauteng
- Full-time
- Remote
Manager, IT Service Management
Conservation International —Cape Town, Western Cape
9d
Hands-on Kitchen Manager / Senior Chef
Cool Runnings Cape Town —Tygervalley, Western Cape
- R15 000 - R30 000 a month
Quick Apply
3d
Stops Compliance Agent
DHL —Kempton Park, Gauteng
4d

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Service Desk Team Lead

XLink
Sandown, Gauteng

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Job Details

Full Job Description

The incumbent is responsible for overseeing the performance and output of the Service Centre Consultants to ensure effective and efficient operational service delivery. This role focuses on driving adherence to Standard Operating Procedures (SOPs), enhancing operational efficiency, and delivering exceptional customer service. The position requires strong leadership and performance management
capabilities to foster continuous improvement, uphold service standards, and support the overall success of the Service Centre.

Key Responsibilities

People Management

Overall focus on team morale and motivation in the working environment.
Coaching and management of allocated team.
Workforce management and planning to ensure adherence to basic conditions of employment act.
Workforce management for shift planning based on demand and capacity.
Conduct performance reviews as per Performance management process, identify personal development as per career aspirations and
succession planning.
Provide learning and coaching opportunities and taking corrective action where necessary.
Ensure staff understands and comply with all call centre objectives,performance standards and policies.
Train and onboard new employees.
Perform quality checks and where applicable execute remedial actions.
Review overtime claims and approve in line with the business
requirements/budget aligned to Basic Conditions of Employment Act.
Daily stand-up’s with team members to review calls for the previous day (period), share learnings, identify trends, adherence to process.
Review data quality and data completeness of calls and activities performed by the team.

SLA Management

Maintain and achieve SLA targets to achieve set benchmarks (e.g. call answer ratio, service level ratio, average hold time).
Report daily, weekly and monthly on performance against SLA.
Provide failover support to outsource service team for business continuation purposes.
Interface between the client(s) stakeholders on escalations, daily check-in's and general planning sessions.

Process & Procedure

Ongoing review and enhancement of procedures and systems according
to client/organizational objectives within the Service Centre for the specific team being led.
Build and maintain business relationships with internal and external customers/stakeholders to optimise service delivery.

Drive operational strategy

Participate in designing the operational strategy and contribute to the goals
Drive and implement initiatives by identifying operational issues and suggest possible improvements.
Working with other supervisors and managers within the business to execute operational delivery.

Reporting

Prepare Key management reports (analyse, identify trends and propose solution).
Provide reporting packs as defined for the specific area of responsibility.

Qualifications

IT‑related tertiary qualification or relevant vendor certifications
ITIL® Foundation (v3/4) or obtained within 6 months of appointment.
4–6 years in a Service Desk/Call Centre support environment (Telecoms/ISP preferred).
2–3 years in a supervisory/lead role with shift leadership and handover management.
Proven experience with an enterprise ITSM tool (ServiceNow preferred) and report/dashboards.
ITIL® Intermediate/Managing Professional modules (Incident, Problem, Change, and/or DITS).
Experience coordinating cross‑functional technical teams and third‑party vendors.

Apply Now

Refine Your Search

service desk team lead jobs

Service Desk Team Lead

Concierge

Dispatch Manager

Reception

Assistant Front Office Manager

Front Office_Night Auditor

Service Manager

Service Desk Manager

Head of Treasury

Service Delivery Co-ordinator

Financial Advisor

After Hours IT Support Technician II - South Africa

Receptionist / Administrator (CRM)

Sales Coordinator

Technical Support Agent

Independent Sales Partner / Lead Finder

Engineering Lead- Options

Manager, IT Service Management

Hands-on Kitchen Manager / Senior Chef

Stops Compliance Agent

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