Service Desk Team Lead

Vacancy Reference Number: JAN2026SDTL

Job Description: Service Desk Team Lead

Position: Service Desk Team Lead
Department: Technical 
Location: 28 Essex Terrace, Westville, Durban 
Reports to:  Technical Operations Manager 
Job Type: Full-time/Permanent 
Salary: Based on Experience 

Job Summary: 

The Service Desk Team Lead is responsible for managing the day-to-day operations of the Service Desk, ensuring the consistent delivery of high-quality service to customers. The Service Desk Team Lead will be responsible for supervising service desk staff, ensuring SLA compliance, improving processes, and acting as an escalation point for complex technical and client issues.

This role is ideal for someone who thrives in a fast-paced technical environment, enjoys leading people, and is passionate about delivering excellent customer service while maintaining strong operational discipline.

Key Responsibilities: 

  • Lead, mentor, and support the Service Desk team to ensure consistent performance and professional growth
  • Manage daily service desk operations, including ticket logging, prioritisation, escalation, and resolution.
  • Monitor and ensure compliance with SLAs, KPIs, and customer service standards
  • Act as an escalation point for technical and service-related issues
  • Liaise with internal technical teams and stakeholders to resolve incidents and requests efficiently
  • Identify opportunities for process improvement and implement best practices
  • Produce regular performance, incident, and service reports
  • Assist with onboarding, training, and performance management of service desk staff
  • Ensure adherence to internal processes and company policies.

Qualifications:            

Education

  • Microsoft 365, ITIL or a related field (or equivalent experience).            

Certifications

  • ITIL Foundation certification 
  • Microsoft Fundamentals      

 Experience

  • 2 years of experience in a Service Desk Leadership Role.
  • Proven experience in a Service Desk or IT Support environment
  • Strong understanding of ITIL principles and service management processes

Soft Skills

  • Excellent communication and documentation skills.
  • Strong problem-solving and troubleshooting skills.
  • Capable of translating business needs into technical operations requirement.
  • Strong leadership and people-management skills, with the ability to motivate, coach, and develop team members
  • High level of customer service orientation, with a focus on service quality and customer satisfaction
  • Professional, accountable, and results-driven mindset 

Working Conditions: 

  • Ability to work in a fast-paced environment,
  • Ability to manage priorities, work under pressure, and make sound decisions.

Why Join Us?

  • Great Company Culture 
  • Competitive salary and benefits package. 
  • Opportunities for professional development and growth. 
  • Collaborative and supportive work environment. 
  • Access to the latest Microsoft technologies and training resources. 
  • Working with Experienced Engineers as Mentors 

To Apply:

Submit your CV to careers@netconfig.co.za

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