Job Summary:

• The Service Desk Team Leader reports to the Infrastructure Services Team Leader.
• The role is responsible for leading a team of support technicians and consultants to ensure the timely resolution of service requests, including first line ERP related issues and technical issues affecting the availability or performance of IT services.
• The Service Desk Team Leader will be a key collaborator and communicator between the requester, various support teams, engineers, and team leaders.

Duties and Responsibilities:

• Ensuring that service levels are maintained, and that relevant Principals are satisfied with the IT service delivery of the company
• Maintaining consistent communication with relevant Principals and effectively managing their expectations,
• Ensuring that all end users are aware of and able to use IT services effectively
• Ensuring that end users can operate effectively and access IT services at all times, either by resolving incidents or collaborating with and escalating to relevant roles to resolve incidents,
• Ensuring that the support team meets and exceeds expectations regarding performance, meeting defined metrics/benchmarks
• Holding the team accountable to approved policies, standards and processes
• Providing data, reporting and insights on service desk trends, informing strategies for improvement
• Analyzing incidents to determine problems and driving the problem management process to address root causes,
• Focusing on end-user satisfaction as a core measure to determine team performance

Experience and Qualifications:

• Hold a professional qualification in IT (3-year IT degree / diploma).
• A service delivery related certification would be advantageous.
• ITIL certifications would be advantageous.
• Excellent communication skills and an ability to communicate technical information in simple, clear language.
• A sound understanding of service delivery and service management methodologies applicable in an IT environment (e.g. ITIL).
• Ability to work as part of a team and to share knowledge to support and improve service delivery.