Senior Service Desk Team Lead

Are you an experienced Service Desk leader with a passion for delivering exceptional customer service and leading high-performing teams?

We are looking for a Senior Service Desk Team Lead to join a dynamic Operations team. This is an exciting opportunity for a results-driven leader who thrives in a fast-paced technical support environment and has a strong background in incident management, service delivery, and team leadership.

Key Responsibilities:

• Lead the Service Desk operation across multiple shifts
• Manage Team Leads and drive high performance through coaching and development
• Ensure SLA compliance and effective ticket lifecycle management
• Act as Incident Commander during major incidents and customer escalations
• Analyse service trends and drive continuous service improvements
• Build strong relationships with customers, internal teams, and third-party vendors
• Produce operational reports and performance dashboards

Minimum Requirements:

• 4–6 years' experience in a Service Desk or IT Support environment (Telecommunications/ISP experience is advantageous)
• 2–3 years in a Team Lead or Supervisory role
• Strong knowledge of ITIL processes and Service Desk best practices
• Experience with enterprise ITSM platforms (ServiceNow preferred)
• Relevant IT qualification with an ITIL Foundation certification (or willingness to obtain)

Must-Have Skills & Experience:

• Proven people management experience
• Strong understanding of client SLAs and the ability to manage client expectations
• Previous experience within a technical call centre environment
• Strong escalation handling and conflict management skills, both internally and externally
• Well-organised, proactive, reliable, and able to take initiative
• Willingness to work overtime and scheduled weekends when operationally required

Please note: If you do not receive feedback within two weeks of submitting your application, please consider your application unsuccessful.

Application Question(s):

• Previous experience within a technical call centre environment
• Willing to work overtime and scheduled weekends when operationally required

Experience:

• Proven people management : 3 years (Required)

Work Location: In person