Job Summary
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).
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 itcareers@hireresolve.za.com
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
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