At a Glance
- Tasks: Lead and manage a dynamic IT Service Desk team to ensure top-notch service delivery.
- Company: Established IT Services Company with a focus on excellence and client relationships.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Fast-paced environment with opportunities for growth and continuous improvement.
- Why this job: Make a real impact by driving service excellence and leading a talented team.
- Qualifications: 10 years in IT Service Desk, leadership skills, and relevant IT qualifications.
The predicted salary is between 36000 - 44000 £ per year.
- 2026-08-17 - 2026-09-16
- Permanent
- Information Technology / Telecommunications
Our client, a well-established IT Services Company, is seeking an experienced and dynamic Service Desk Manager / Team Leader to lead and manage a busy IT Service Desk environment.
The successful candidate will be responsible for overseeing daily service desk operations, managing a team of support professionals, ensuring SLA compliance, handling escalations, maintaining excellent client relationships, and driving service delivery excellence.
Qualifications
- Matric (Grade 12) – Essential.
- Relevant IT qualification (Diploma or Degree in Information Technology, Computer Science, Information Systems, or related field) – Preferred.
- ITIL Foundation Certification or equivalent – Highly advantageous.
- Management or Leadership qualification – Advantageous.
Experience
- Minimum 10 years' experience within an IT Service Desk environment.
- Proven experience managing and leading Service Desk or IT Support teams.
- Experience managing Service Level Agreements (SLAs) and service delivery performance.
- Experience with Incident Management and Problem Management processes.
Key Responsibilities
- Lead, mentor, and manage the IT Service Desk team.
- Ensure efficient allocation, prioritisation, and delegation of work.
- Monitor and oversee SLA performance and service delivery standards.
- Manage incidents, escalations, and problem resolution processes.
- Ensure service requests and incidents are resolved within agreed timelines.
- Build and maintain strong relationships with clients and stakeholders.
- Drive continuous improvement initiatives within the Service Desk function.
- Conduct performance management, coaching, and development of team members.
- Provide operational reporting and service performance feedback.
- Manage multiple priorities and adapt quickly to changing operational requirements.
- Strong leadership and people management skills.
- Excellent delegation and organisational abilities.
- Strong decision-making and problem-solving capabilities.
- Outstanding verbal and written communication skills.
- Professional, well-spoken, and client-focused.
- Ability to remain calm under pressure and manage competing priorities.
- Strong interpersonal and relationship-building skills.
- Assertive when required while maintaining a collaborative team approach.
- Results-driven with a strong service excellence mindset.
- #J-18808-Ljbffr
Service Desk Manager / Team Leader – IT Services employer: University of Fort Hare
Join a dynamic and growing IT company in Sunninghill, where your passion for sales and relationship-building will be truly valued. With a vibrant work culture that encourages ambition and results-driven performance, you'll have access to ongoing employee growth opportunities and the chance to make a significant impact in the IT industry. Enjoy a competitive salary and the satisfaction of exceeding targets while working in a supportive environment that celebrates success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager / Team Leader – IT Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at University of Fort Hare. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like University of Fort Hare before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager / Team Leader – IT Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to University of Fort Hare:Your cover letter is your chance to shine! Tell us why you want to work at University of Fort Hare specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at University of Fort Hare!
How to prepare for a job interview at University of Fort Hare
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
