Service Desk Team Lead (iOCO0194) at iOCO

Job Description

• Are you a dynamic Service Desk Team Lead with a passion for people leadership, customer service and operational excellence? We are looking for a proactive and results-driven individual to lead and motivate a service desk team, drive performance and ensure the delivery of exceptional customer support. You will oversee IT incident and event management, ensure adherence to strict Service Level Agreements (SLAs), and prioritise P1, P2 and P3 incidents to achieve efficient resolution and minimal service disruption. The ideal candidate will demonstrate strong leadership, coaching and conflict management skills, coupled with excellent communication, stakeholder engagement and problem-solving abilities.

What you'll do:
People Leadership

• Inspire and motivate the team with a clear vision
• Foster collaboration, innovation, and accountability
• Develop team members’ skills through coaching and training
• Resolve conflicts and maintain a positive work culture
• Conflict management abilities
• Coaching and mentoring for skill development, or Commitment to upskilling team members through ongoing on-the-job coaching/training

Professionalism & Work Ethic

• Positive attitude required with excellent telephone etiquette
• Team player with good work ethic and attendance record
• Self-driven – Get the job done
• Strong sense of responsibility in taking ownership of problems and seeing them through till completion

Collaboration & Communication

• Excellent cross-team collaboration and interaction
• Excellent written and verbal communication skills
• Report progress, risks, and solutions to executives and stakeholders

Customer & Service Orientation

• Strong event management abilities with customer focus
• Excellent customer satisfaction, interaction, and engagement
• To engage with service providers/resolver teams for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged

Execution & Detail

• Work under strict Service Level Agreements and meeting targets
• Attention to detail
• Strong prioritisation skills when dealing with P1, P2 and P3 incidents
• Aligning team operations with organisational goals

Your Expertise:

• Minimum of 3 years management experience or a minimum of 8 – 10 years in role experience
• Event Management Experience
• Multi-tasking skills
• Telecommunication Experience
• IT Incident Management Experience

Qualifications:
Qualification Essential Competency

• Matric
• Tertiary Qualification or Equal Experience
• Qualification preferred education and experience
• Tertiary Qualification or Equal Experience
• ITIL foundation certification and or experience
• Managing of Service Desk Experience
• Managing a team that performs shift work
• Report writing experience
• Telecommunication experience

Other information applicable to the opportunity:

• Permanent position
• Location: Cape Town
• Work environment: The position is based at a client site in Bellville (Western Cape).
• Ensure availability through a dependable mobile device with excellent network coverage. 
• Physical Demands: Managing a team that performs 24x7 shifts in Event Management