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# Service Desk Manager / Team Leader - IT Services

- **Company:** University of Fort Hare
- **Location:** Sunninghill, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Systems, Information Technology
- **Published:** September 8, 2026
- **Apply:** https://www.collegerecruiter.com/job/2840658320-service-desk-manager--team-leader--it-services

## About the Role

* 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., * 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., * Excellent delegation and organisational abilities.
 * Strong decision-making and problem-solving capabilities.
 * 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.

## Description

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., * 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.
 * Strong leadership and people management skills.


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