Service Desk Team Lead (Humansdorp and/or Western Cape)

Description

SSK currently has a career opportunity available in its Business Architecture Department. This position can be based in Humansdorp, George, Mossel Bay, or Swellendam. The Service Desk Team Lead will manage the day-to-day operations of our IT service desk. The successful candidate will lead a team of Service Desk Specialists based in Humansdorp, Mossel Bay and Swellendam, taking ownership of the quality and speed of first-line support for incidents and standard service requests, as well as after-hours standby cover. This role will report to the Senior Manager: Business Architecture.

Responsibilities

• Lead, coach and manage a team of Service Desk Specialists, setting clear performance expectations and providing regular feedback.
• Monitor ticket queues, response times and SLAs, stepping in on escalations and high-priority incidents.
• Plan and manage shift rosters, including after-hours standby, to ensure adequate service desk coverage.
• Track, analyse and report on service desk performance metrics such as ticket volumes, resolution times and customer satisfaction.
• Drive continuous improvement of processes, knowledge base articles and standard operating procedures.
• Ensure the team follows ITSM best practice, including incident, problem and change management processes.
• Understand and work within SSK's IT ownership model; the service desk coordinates and tracks incidents end-to-end but does not own the full delivery chain.
• Escalate and hand over incidents to the correct owning team, retaining accountability for communication, follow-up and closure with the requester.
• Host regular customer service check-in sessions with senior management and managers across SSK's various business sectors.
• Build and maintain strong, trusted relationships within SSK and with business stakeholders.
• Support recruitment, onboarding and ongoing training and development of Service Desk Specialists.
• Compile and present regular reports to IT management and business stakeholders.

Requirements

• A Matric (Grade 12) certificate is essential; a relevant IT qualification or diploma (A+, N+, or similar) and an ITIL Foundation certification will be an advantage.
• At least 5 years' experience in an IT service desk or technical support environment is needed.
• At least 2 years' experience in a supervisory, team lead or senior support role is vital.
• Solid working knowledge of Windows operating systems, Active Directory, Microsoft 365 and general networking concepts.
• Experience working with an ITSM/ticketing platform (e.g. ServiceNow, ConnectWise, Halo or similar) is vital.
• Understanding of an IT service delivery model where the service desk coordinates and can manage stakeholder expectations accordingly.
• Confidence engaging with senior management and business unit managers in structured service review or check-in sessions.
• Strong leadership and people management skills, with the ability to motivate and develop.
• Excellent communication skills, both written and verbal, with a strong customer service orientation.
• Good analytical and problem-solving ability, with a calm, methodical approach under pressure.
• A valid driver's licence and willingness to travel between various offices.

Please consider your application unsuccessful if you have not received feedback within one month of the closing date. SSK reserves the right not to fill any position. SSK is an equal-opportunity employer.