Team Lead - IT Teck Desk

Job description

### Job Summary Job Title: Team Lead- Tech Desk Reports to: Manager-Tech desk Resource Type: Employee Last Revision Date: Jan 2026 ### Primary Responsibilities - Team Leadership & Operational Management - Lead a team of IT Tech Desk Engineers providing Level 1 IT support across calls, chats, and web tickets. - Monitor daily operations to ensure SLA adherence, quality compliance, and efficient ticket handling. - Assign, prioritize, and balance workload within the team to maintain consistent service levels. - Manage team performance through coaching, feedback, and performance reviews. - Maintain a strong floor presence to support engineers with escalations. #### Training & Development - Identify skill gaps and coordinate training. - Support onboarding of new team members. - Promote learning culture and upskilling. #### Reporting & Communication - Prepare weekly/monthly performance reports. - Communicate operational updates and process changes. - Collaborate with Manager - Tech Desk on strategic initiatives. #### Shift Responsibilities - Ensure adequate staffing across 24 7 rotational shifts. - Manage shift transitions and staffing adherence. #### Education - Minimum HSC (Grade 12). Diploma preferred. - Voice-based process experience preferred. #### Communication Skills - Excellent spoken and written English. - Ability to lead team briefings and coaching sessions. - Strong listening and interpersonal skills. Offers of employment are conditional upon passage of screening criteria applicable to the job. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.