Jobs at Nexio

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).

Closing Date 20 August 2026

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ROLE PURPOSE

• The Solution Architect - Huawei Technologies is responsible for designing, validating and supporting the successful positioning of Huawei technology solutions across Nexio’s Data Centre, Energy and ICT opportunities. The role serves as the technical authority for Huawei FusionDC, SmartLi UPS, iCooling, OceanStor, CloudFabric and Huawei Cloud solutions, translating customer requirements into compliant, commercially viable and implementable architectures.
• The incumbent partners with Sales, Business Development, Huawei SA pre-sales teams, Nexio engineering, project management and customers to produce high-quality HLDs, LLDs, BoQs, tender responses and technical presentations. Solutions must meet customer outcomes, Nexio profitability expectations, POPIA, OHS, IEC and relevant NEC standards, while ensuring delivery teams have the documentation and technical sign-off required to implement successfully.
• This role requires strong technical depth, disciplined documentation, consultative engagement with customers and the ability to create reusable Huawei reference architectures, internal enablement material and refresh paths that strengthen Nexio’s Huawei capability.

ROLE REQUIREMENT

• Design end-to-end Huawei solutions for RFPs, tenders, commercial estimates and client workshops.
• Produce HLDs, LLDs, BoQs and compliant technical response documents.
• Validate power, cooling, space and network requirements for FusionDC and SmartLi deployments.
• Ensure designs meet POPIA, OHS, IEC and applicable client NEC standards.
• Partner with BDMs and Sales to facilitate Huawei technical workshops, demos and client presentations.
• Lead PoCs, demonstrations and lab validation in Nexio DC labs.
• Provide competitor positioning and analysis for Huawei against Vertiv, Eaton, Cisco and Dell alternatives.
• Hand over approved designs to Nexio Project Managers and Engineers with clear implementation guidance.
• Provide technical sign-off and issue resolution support during implementation.
• Create reference architectures, standard build packs and repeatable design artefacts for Nexio Huawei solutions.
• Engage Huawei SA pre-sales, R&D and HQ teams for complex solution designs and escalations.
• Maintain Huawei certifications, lab access and current knowledge of the Huawei solution portfolio.
• Provide product-gap feedback and roadmap requests to Huawei.

Additional Information:

• Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognised as an expert in own area within the organization
• Interprets internal or external business issues and recommends best practices. Provides technical guidance to more junior levels of staff
• Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
• Able to be a “big picture” thinker
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Able to align multiple strategies and ideas
• Confident in producing and presenting work
• In-depth understanding of the IT and Telecommunications industry

TECHNICAL / PROFESSIONAL COMPETENCIES

• Strong technical documentation, architecture presentation and stakeholder management skills.
• Ability to validate data centre power, cooling, space, network, storage and cloud design dependencies.
• Commercial awareness to support accurate BoQs, licensing, assumptions, exclusions and cost-effective solution design.
• Competence in facilitating PoCs, demos, lab validations and technical workshops.
• Understanding of POPIA, OHS, IEC and customer NEC compliance considerations.
• Ability to work under pressure, manage multiple opportunities and meet proposal timelines.

QUALIFICATIONS & EXPERIENCE

• Matric and a relevant Information Technology, Engineering or equivalent qualification.
• 2-5 years’ experience in Solution Architecture, Pre-Sales, Data Centre Engineering or related technical design roles.
• Hands-on experience with at least two Huawei portfolio areas: FusionDC, UPS5000/SmartLi, iCooling, OceanStor, CloudFabric or Huawei Cloud.
• Technical knowledge across data centre power, cooling, networking, storage, virtualisation and BMS/DCIM environments.
• Huawei HCIP/HCIE certification preferred; PMP, VCP or CDCP certifications will be advantageous.
• Experience with NEC3/NEC4 contracts, BoQ responses, hyperscale/colo data centre design, Python or Ansible automation will be advantageous.

LEADERSHIP COMPETENCY REQUIREMENTS

• A strong grasp of best practice
• Strong understanding of IT technologies and appropriate industry knowledge
• Proposal generation and writing skills
• Contract Management experience and skills
• Commercial mind-set
• Process driven
• Ability to meet deadlines and work under pressure
• Attention to detail and a passion for quality
• Conflict resolution skills
• Good communication skills required – written, presentation and verbal
• Decision making and negotiation skills
• Highly organized and detail oriented
• Thorough understanding of ITSM best practices
• Strong facilitation skills.
• Stakeholder management and leadership skills
• Strong interpersonal skills
• Strategic Thinking
• The Ability to Execute the Vision of the Company

Closing Date 20 August 2026

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ROLE PURPOSE

• The Business Manager acts as a trusted extension of the CEO, enhancing the CEO’s effectiveness by driving agenda management, decision quality, enterprise coordination, and execution follow-through. The role exists to increase the time, focus, and agility of the CEO, ensuring that strategic priorities are translated into disciplined execution across the organization.
• The Business Manager operates with delegated authority from the CEO, working across functions to ensure alignment, clarity, and delivery, without holding direct line accountability for functional operations.

ROLE REQUIREMENT

CEO Agenda, Decision & Follow-Through Management:

• Shape, prioritize, and protect the CEO’s agenda to ensure focus on high-impact strategic and operational matters.
• Act as liaison between the CEO and internal and external stakeholders as delegated.
• Ensure CEO, Exco, and Board decisions are clearly articulated, documented, and communicated.
• Track execution of agreed actions, owners, milestones, and outcomes, escalating risks and delays to the CEO with recommended options.

Enterprise Operating Cadence & Coordination:

• Design, coordinate, and support the CEO and Exco operating rhythm, including Exco meetings, monthly reviews, and strategic forums.
• Facilitate the effective dissemination and receipt of key information between the CEO, Exco, and their leadership teams.
• Act as gatekeeper for issues escalated to the CEO, ensuring readiness, clarity, and decision quality.
• Monitor progress against assigned strategic initiatives and enterprise deliverables

Strategy Translation & Alignment:

• Translate the CEO’s vision, priorities, and Board directives into clear strategic themes and execution plans.
• Support Exco in cascading strategy into aligned functional plans, budgets, and resource allocation.
• Define success metrics linked to strategic objectives, track progress, identify risks, and recommend corrective actions.

Enterprise Performance Insight & Financial Oversight:

• Work closely with Finance to analyze and interpret financial and operational performance at an enterprise level.
• Provide consolidated insight on budgets, forecasts, cost-saving initiatives, and performance trends.
• Ensure financial and operational information presented to the CEO and Exco is accurate, prioritized, and decision relevant.
• Track benefits realization for strategic and efficiency initiatives.

Compliance, Governance & Reporting

• Ensure adherence to legal requirements, company policies, and approved governance frameworks.
• Coordinate and drive monthly and ad-hoc reporting required by the CEO, Exco, and Board.
• Prepare executive-level documentation and presentations by researching, validating, and synthesising information to support sound decision-making.
• Ensure business decisions are implemented within agreed governance, risk, and compliance parameters.

CEO Office Team Leadership:

• Build and lead a small, high-impact CEO Office team focused on reporting, execution tracking, and decision support.
• Set clear priorities, standards, and ways of working for the team.
• Ensure professionalism, confidentiality, and executive-level delivery at all times.

DECISIONS RIGHTS & AUTHORITY

• Acts as a delegated representative of the CEO on agreed matters
• May convene and facilitate cross-functional forums to drive alignment and execution.

• Has authority to challenge execution gaps and request corrective action on behalf of the CEO.
• Does not hold line accountability for functional P&L or daily operations.

ADDITIONAL INFORMATION

• Role requires executive-level flexibility aligned to the CEO’s schedule and business priorities.
• Strong understanding of the business, industry, and operating environment required.
• High levels of trust, confidentiality, and professionalism are non-negotiable

TECHNICAL / PROFESSIONAL COMPETENCIES

• Enterprise governance, compliance, and risk management.
• Strategic planning and execution tracking.
• Executive-level reporting and performance management.
• Project and change management.
• Stakeholder and relationship management at Executive level.

QUALIFICATIONS & EXPERIENCE

• Matric / Grade 12 essential 
• Minimum of 3-year relevant Degree/ National Diploma or is essential
• Business related courses completed is essential. 
• A business-related MBA is preferred
• Minimum of 8 years relevant experience in business management, strategy, consulting, or senior enterprise roles.
• Proven exposure to executive leadership teams and Board-level environments.

LEADERSHIP COMPETENCY REQUIREMENTS

• Persuading and influencing.
• Planning and organizing.
• Deciding and initiating action.
• Delivering results and meeting expectations.
• Working effectively with senior stakeholders and teams.

Closing Date 25 August 2026