About the Company:Kapsch TrafficCom South Africa (Kapsch SA) is a global leader in intelligent transportation systems (ITS) and traffic management solutions. The company specializes in delivering advanced technologies and services that improve road safety, reduce congestion, and optimize traffic flow. With a strong presence in South Africa, Kapsch SA provides critical infrastructure solutions such as toll collection systems, traffic monitoring, and control systems.Kapsch SA is committed to driving innovation in transportation and supporting national road systems. As a trusted partner to key organizations like SANRAL, Kapsch plays an essential role in enhancing South Africas transportation infrastructure through advanced technology and data management. About the End Client:The South African National Roads Agency SOC Ltd (SANRAL) is a state-owned entity responsible for managing and maintaining South Africa's national road network. Established in 1998, SANRALs core focus is to enhance the country's road infrastructure, fostering economic development and ensuring safer, more efficient transport.SANRAL is at the forefront of integrating technology into traffic management, with its Data Centre in Midrand serving as a hub for the country's road infrastructure and traffic operations. Kapsch SA partners with SANRAL in supporting the management of national roads, providing vital data center operations and technical support. Role Requirements:Matric (High School Diploma)ITIL Foundation v3/v4 certificationIT National Diploma2 years of experience in an IT Service Desk or Helpdesk environment1 year of experience supervising staff or peers2 years of experience in a customer service environment Key Responsibilities:Lead and manage the service desk team to provide efficient support and service deliveryMonitor and ensure incidents and service requests are logged, prioritized, and resolved within SLA targetsSupervise daily operations of the service desk, ensuring staff are meeting performance standards and customer satisfaction goalsProvide mentorship and guidance to team members, fostering a collaborative and customer-centric approachAnalyze service desk performance metrics, identify areas for improvement, and implement changes to enhance service qualityAct as the escalation point for unresolved or critical issues, ensuring timely resolution and communication with stakeholders Ideal Candidate:Strong leadership abilities with experience in supervising or leading a teamSolid understanding of ITIL processes and best practices in service desk managementExcellent problem-solving and communication skills, with a focus on customer satisfactionAbility to manage multiple tasks in a fast-paced environment, with a strong focus on meeting SLAsA team player with a proactive attitude towards improving service delivery