Team Leader – Service Desk - Internal

Job description: As the Team Leader – Service desk, your job purpose is daily real time management of the team to ensure service levels are met and maintain a high level of customer service.
Attend to team related issues.
The identification, management and resolution of problems that affect the quality of service to the user/client base.
Responsible for motivating team members and assessing and evaluating their performance against agreed targets.  Requirements and qualification: Matric, NQF Level 4 and higher: Management Diploma; Diploma in Information Technology/Computer Science/Engineering   Professional Qualifications   CompTIA Certifications Advantageous  ITIL Foundation Certification  Microsoft Certifications Advantageous  Technical skills: IT Service Management (ITSM) Tools Proficiency  -   Expertise in using ITSM tools such as ServiceNow, Jira Service Desk, Ivanti, or BMC Remedy for ticket management, reporting, and workflow automation.             Importance: Enables effective tracking, prioritization, and resolution of tickets  Understanding of ITIL Framework  - Knowledge of ITIL (Information Technology Infrastructure Library) practices, including incident management, problem management, change management, and service request management.  Network and Infrastructure Knowledge   Network & Infrastructure Understanding  - Understanding of networking concepts, protocols, and infrastructure components such as routers, switches, firewalls, and VPNs.            Vital for addressing network-related issues and ensuring connectivity.