Service Desk Team Lead

ROLE PURPOSE

The Service Desk Team Lead is responsible for managing the day-to-day operations of the Service Desk to ensure consistent delivery of high-quality IT support services to clients and internal stakeholders. This role ensures incidents, requests, and escalations are handled within agreed SLAs, while driving a culture of excellence, collaboration, and continuous improvement. The incumbent provides leadership, guidance, and operational oversight to ensure service stability, customer satisfaction, and alignment with Nexio’s Service Management objectives.

ROLE REQUIREMENT

• Team Leadership & Performance Management
• Supervise, coach, and develop Service Desk Analysts to ensure adherence to KPIs and SLAs.
• Conduct daily stand-ups, quality reviews, and one-on-one coaching sessions.
• Foster a customer-centric and performance-driven culture.
• Manage shift schedules and ensure optimal staffing coverage for 24/7 operations (where applicable).
• Identify training and development needs within the team and coordinate interventions.
• Service Operations & Incident Management
• Oversee daily ticket management, ensuring timely triage, escalation, and resolution.
• Act as the escalation point for complex or unresolved incidents and service requests.
• Ensure adherence to ITIL best practices for Incident, Request, and Problem Management.
• Support the implementation of proactive monitoring and first-call resolution initiatives.
• Validate and ensure accuracy of service categorisation, priority, and SLA assignment.
• Stakeholder & Customer Engagement
• Maintain professional and transparent communication with customers, vendors, and internal teams.
• Provide regular updates on critical incidents and ongoing problems.
• Collaborate with other technical teams to improve service integration and cross-functional efficiency.
• Attend client service reviews and contribute to improvement initiatives.
• Reporting & Continuous Improvement
• Track and analyse service-desk metrics (SLA compliance, call volume, resolution rates, customer satisfaction).
• Prepare weekly and monthly performance reports for management and clients.
• Identify recurring issues and drive root-cause analysis to reduce repeat incidents.
• Recommend and implement process improvements and automation opportunities.
• Governance & Compliance
• Ensure all Service Desk operations comply with Nexio’s governance, change control, and audit requirements.
• Maintain accurate and up-to-date service documentation, knowledge articles, and SOPs.
• Support ISO and ITIL compliance audits by maintaining proper records and evidence.

PROFESSIONAL COMPETENCIES

• Proficient in IT Service Management tools (e.g., ServiceNow, Remedy, SysAid).
• Sound understanding of ITIL frameworks and service-desk operations.
• Technical knowledge of networking, desktop support, and end-user technologies.
• Familiarity with escalation management and root-cause analysis methodologies.
• Skilled in MS Office Suite (Excel, PowerPoint, Word) for reporting and presentations.

QUALIFICATIONS & EXPERIENCE

• Matric
• Diploma or Degree in Information Technology, Service Management, or related discipline.
• 4–6 years’ experience in a Service Desk environment, with at least 2 years in a leadership or supervisory role.
• ITIL Foundation Certification (essential).
• Experience in Managed Services or Telecommunications industry (highly advantageous).