ROLE PURPOSEThe Service Desk Team Lead is responsible for managing the day-to-day operations of the Service Desk to ensure consistent delivery of high-quality IT support services to clients and internal stakeholders. This role ensures incidents, requests, and escalations are handled within agreed SLAs, while driving a culture of excellence, collaboration, and continuous improvement. The incumbent provides leadership, guidance, and operational oversight to ensure service stability, customer satisfaction, and alignment with Nexio’s Service Management objectives.
ROLE REQUIREMENTTeam Leadership & Performance ManagementSupervise, coach, and develop Service Desk Analysts to ensure adherence to KPIs and SLAs. Conduct daily stand-ups, quality reviews, and one-on-one coaching sessions. Foster a customer-centric and performance-driven culture. Manage shift schedules and ensure optimal staffing coverage for 24/7 operations (where applicable). Identify training and development needs within the team and coordinate interventions.
Service Operations & Incident Management
Oversee daily ticket management, ensuring timely triage, escalation, and resolution. Act as the escalation point for complex or unresolved incidents and service requests. Ensure adherence to ITIL best practices for Incident, Request, and Problem Management. Support the implementation of proactive monitoring and first-call resolution initiatives. Validate and ensure accuracy of service categorisation, priority, and SLA assignment.
Stakeholder & Customer Engagement
Maintain professional and transparent communication with customers, vendors, and internal teams. Provide regular updates on critical incidents and ongoing problems. Collaborate with other technical teams to improve service integration and cross-functional efficiency. Attend client service reviews and contribute to improvement initiatives.
Reporting & Continuous ImprovementTrack and analyse service-desk metrics (SLA compliance, call volume, resolution rates, customer satisfaction). Prepare weekly and monthly performance reports for management and clients. Identify recurring issues and drive root-cause analysis to reduce repeat incidents. Recommend and implement process improvements and automation opportunities.
Governance & Compliance
Ensure all Service Desk operations comply with Nexio’s governance, change control, and audit requirements. Maintain accurate and up-to-date service documentation, knowledge articles, and SOPs. Support ISO and ITIL compliance audits by maintaining proper records and evidence.
PROFESSIONAL COMPETENCIESProficient in IT Service Management tools (e.g., ServiceNow, Remedy, SysAid). Sound understanding of ITIL frameworks and service-desk operations. Technical knowledge of networking, desktop support, and end-user technologies. Familiarity with escalation management and root-cause analysis methodologies. Skilled in MS Office Suite (Excel, PowerPoint, Word) for reporting and presentations.
QUALIFICATIONS & EXPERIENCEMatric Diploma or Degree in Information Technology, Service Management, or related discipline. 4–6 years’ experience in a Service Desk environment, with at least 2 years in a leadership or supervisory role. ITIL Foundation Certification (essential). Experience in Managed Services or Telecommunications industry (highly advantageous).
Closing Date 20 August 2026
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Note: Only shortlisted candidates are contacted.
