Ops Spec: IT Service Desk TL

Job Description

This leadership role involves managing a Service Desk team to ensure delivery of services within contractual obligations. The position covers SLA and KPI management, mentoring staff, liaising with clients, reporting on performance, and implementing continuous service improvements. The successful candidate will ensure operational efficiency while supporting customer satisfaction and business growth.

Requirements

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology OR NQF 4: Grade 12 National Diploma
• 3 years’ experience in Service Desk within the IT industry with at least 2 years at supervisory level OR Grade 12 with 5 years’ Service Desk experience including 2 years supervisory
• Certifications: ISO 9000, ITIL Foundation

Responsibilities

• Manage procedures to maintain service levels and document issues
• Support and mentor team members, suggest improvements, and provide training
• Liaise with vendors, manage software requirements, and oversee upgrades
• Evaluate operational efficiencies and implement best practices
• Act as customer liaison for meetings, escalations, and service improvement plans
• Prepare and present SLA and volume reports for customer reviews
• Manage and motivate staff to meet performance targets
• Oversee Service Desk SLA and KPI objectives for the allocated team
• Improve quality of team outputs and manage operational risks
• Handle compliments and complaints through corrective actions including coaching and discipline
• Manage budget for the team and provide financial reports