Service Desk Lead at Hire Resolve

Job Description

• 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.