Service Desk Team Lead

Cape Town, South AfricaFull-timeMid LevelOn-sitePosted 6 Nov 2026

Job Overview

iOCO is looking for a dynamic Service Desk Team Lead in Cape Town (ref iOCO0194; permanent; apply before 4 January 2027) to lead and motivate a service desk team, drive performance and deliver exceptional customer support.

The role oversees IT incident and event management under strict SLAs, prioritising P1/P2/P3 incidents for efficient resolution, and requires strong leadership, coaching and conflict-management skills with excellent stakeholder communication.

Key Responsibilities

• Inspire and motivate the team; foster collaboration, innovation and accountability

• Coach and train team members; resolve conflicts and maintain a positive culture

• Oversee IT incident and event management under strict SLAs

• Prioritise P1, P2 and P3 incidents for minimal service disruption

• Engage resolver teams and service providers for fast ticket turnaround

• Report progress, risks and solutions to executives and stakeholders

• Align team operations with organisational goals; manage shift-based teams

Required Qualifications

• Matric and tertiary qualification or equivalent experience

• Minimum 3 years' management experience or 8–10 years' in-role experience

• IT incident management and event management experience

• Telecommunications experience

• ITIL Foundation certification and/or experience preferred

• Experience managing a service desk and shift-work teams

Skills & Requirements

Service Desk ManagementIT Incident ManagementEvent ManagementITILSLA ManagementTeam LeadershipCoachingTelecommunicationsStakeholder CommunicationConflict Management