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Service Desk Team Leader

POSITION TITLE

Service Desk Team Leader

📌 REPORTS TO

Service Desk Operations Manager

📌 LOCATION

Pretoria — Onsite (Monday to Friday 07:30–17:00; required availability outside normal hours for escalations when necessary).

📌 START DATE

01 December 2025

📌 SEND ALL APPLICATIONS TO:

info@purpleblue.co.za

1. PURPOSE OF THE ROLE

The Service Desk Team Leader is responsible for overseeing day-to-day service desk operations, ensuring efficient call handling, customer service, technical escalation management, workload coordination, and compliance with contractual service levels. The role ensures operational stability, shift discipline, reporting accuracy, and quality service delivery across service desk agents and engineers aligned to the DOJ ICT Service Delivery model.

2. KEY RESPONSIBILITIES

A. Operational Management

  • Supervise and coordinate activities of Service Desk Agents and Service Desk Engineers.
  • Ensure compliance with SLA-aligned response and resolution performance expectations across all logged calls.
  • Allocate, prioritize, and track workload queues including:
    • Incidents
    • Service Requests
    • Major Incident communications
    • Escalations

(Role is part of the Service Desk Operations Management Tower)

B. Incident & Request Handling Governance

  • Ensure all calls (incidents, requests) are logged correctly, categorized accurately, and updated in the ITSM tool in line with mandatory functional processes.
  • Ensure escalations follow the approved escalation framework where required across technical teams and service management towers (Incident Management, Problem Management, Major Incident, Vendor, Change & Release).

(Linked to tower responsibilities under Incident and Service Request Management)

C. Service Level Compliance & Monitoring

  • Monitor team compliance against SLAs including mean time to respond, mean time to resolve, call volumes, and backlog aging.
  • Support early warning reporting where SLA breach risks are identified and ensure mitigation actions are executed.
  • Implement continuous improvement initiatives to meet or exceed contractual performance obligations.

(SLA compliance enforced across operational service delivery requirements)

D. Customer Communication & Stakeholder Engagement

  • Ensure consistent, professional communication between the service desk and end users, technical teams, and service management leadership.
  • Support customer satisfaction tracking and improvement actions.

E. Reporting Duties

  • Provide required team performance data inputs for daily, weekly, monthly, and quarterly reports.
  • Ensure 100% accuracy and timeliness of reporting against the mandated reporting cycles:
    • Daily: before 09:00
    • Weekly: every Monday
    • Monthly: by the 5th working day
    • Quarterly: as per review cycle
    • Annual: as required

F. Coaching, Supervision & People Management

  • Mentor and guide team members to adhere to service desk processes, standards, and behavioural expectations.
  • Conduct performance oversight aligned to KPIs and SLAs.
  • Support onboarding and skills upliftment of service desk personnel to ensure competence in ITSM processes and tool usage.

3. PERFORMANCE MEASURES (SLAs-ALIGNED)

KPI CategoryPerformance Expectation
Call handling compliance100% logged, categorised & actioned
SLA adherenceMeets contractual service response & resolution targets
Reporting responsiveness100% completion within required timeframes
Customer satisfactionMeets or exceeds required benchmarks
Operational complianceZero audit deviations relating to service desk handling

4. QUALIFICATIONS & EXPERIENCE (MANDATED)

✔ NQF Level 6 National Diploma in IT or equivalent recognised by SAQA
✔ ITIL Foundation certification
✔ Minimum 1-year ITSM Tool experience
✔ Minimum 3 years’ experience in a similar ICT environment

5. TECHNICAL & PROCESS COMPETENCIES

  • ITIL Service Desk & Incident Management
  • ITSM Tool operation and queue administration
  • SLA & OLA monitoring
  • Root Cause data capturing and trend identification
  • Microsoft reporting skills (Excel/Power BI preferred)

6. BEHAVIOURAL COMPETENCIES

  • Strong communication and customer service orientation
  • Ability to work calmly under pressure and during escalations
  • Leadership and team motivation capability
  • Analytical problem-solving and process-driven mindset
  • Accountability, reliability, and task ownership

7. WORKING CONDITIONS

  • Primarily office-based operational function
  • May require extended hours during elevated service disruptions, reporting cycles, or staffing shortages

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