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MASA SA opportunity

Service Desk Manager / Team Leader – IT Services

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.

Permanent South Africa - Gauteng, Sunninghill Information Technology / Telecommunications
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Minimum Requirements

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.
  • Strong client relationship management experience.

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.

Required Skills & Competencies

  • Strong leadership and people management skills.
  • Excellent delegation and organisational abilities.
  • Strong decision-making and problem-solving capabilities.
  • Excellent troubleshooting skills.
  • 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.

Salary:
Market related

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