Service Desk Lead at Hire Resolve

Job Description

• A leading financial services firm seeks a Service Desk Lead to manage daily service desk operations, provide high‑level technical support, and lead the IT technician team. The role focuses on resolving complex incidents, driving service improvements, and collaborating across teams to enhance IT service delivery and user satisfaction.

Responsibilities: 

• Provide advanced technical support for hardware, software, and network issues.
• Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
• Review, prioritize, and assign incoming tickets to appropriate team members.
• Act as the primary escalation point for complex incidents and service requests.
• Lead root cause analysis and problem management to prevent recurring issues.
• Mentor and coach team members to develop their technical and professional skills.
• Monitor and report on KPIs and SLAs to ensure performance targets are met.
• Collaborate with infrastructure, applications, and cybersecurity teams to resolve cross-functional issues.
• Develop, implement, and improve ITSM processes for incidents, requests, and problems.
• Maintain and update knowledge base articles, SOPs, and technical documentation.
• Support IT projects such as system rollouts, upgrades, and migrations.
• Identify and drive process improvements to enhance service delivery.
• Ensure compliance with IT policies, security standards, and regulatory requirements.

Requirements: 
Education & Certifications:

• Matric certificate.
• Relevant IT diploma or degree.
• ITIL certification is required.
• Additional IT certifications are advantageous.

Experience:

• 5+ years of helpdesk experience in a call center environment.
• Minimum of 2 years in a supervisory or team lead role.
• Proven experience with service desk/ticketing systems, remote support tools, and automated software deployment.
• Strong technical knowledge of Office 365, MS Teams, Windows OS, Entra ID, and VPN.
• Hands-on experience with network/system administration, enterprise monitoring, and voice solutions.

Skills & Competencies:

• Excellent problem-solving, communication (verbal/written), and conflict resolution skills.
• Strong customer service orientation with a professional demeanor.
• Proficiency in ITSM principles, data privacy practices, and ISO 27000 standards.
• Ability to manage time, prioritize tasks, work independently, and mentor a team.
• Highly organized with keen attention to detail and the ability to multi-task effectively.

Attributes:

• Proactive, resilient, and adaptable under pressure.
• Strategic thinker with a collaborative, customer-focused mindset.
• Ethical, diplomatic, and able to communicate technical concepts clearly.