Service Desk Team Lead (12-Month Contract) – Nexio

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Service Desk Team Lead (12-Month Contract) – Nexio

Company: Nexio
Position: Service Desk Team Lead
Division: Technology
Location: Cape Town, Western Cape, South Africa
Employment Type: Contract (12 Months)
Experience Level: Associate / Mid-Level
Industry: Information Technology and Services
Functional Area: Information Technology
Closing Date: 20 August 2026

About Nexio

Nexio is a leading South African ICT solutions provider delivering managed IT, cloud, cybersecurity, networking, unified communications, and digital transformation services to businesses across multiple industries. The company focuses on providing reliable technology solutions while maintaining high standards of customer service and operational excellence.

Role Overview

Nexio is looking for an experienced Service Desk Team Lead to manage the daily operations of its IT Service Desk. This role is responsible for ensuring high-quality technical support, maintaining service level agreements (SLAs), leading a team of Service Desk Analysts, handling escalated incidents, and driving continuous improvements across service delivery.

The successful candidate will play a key role in ensuring customers receive timely and professional IT support while helping the organisation achieve its service management objectives.

Main Responsibilities

Team Leadership

  • Lead and supervise Service Desk Analysts.
  • Mentor, coach, and develop team members.
  • Conduct daily team meetings and performance reviews.
  • Monitor KPI and SLA performance.
  • Plan staff rosters and shift schedules.
  • Support employee training and career development.
  • Foster a collaborative, customer-focused working environment.

Service Desk Management

  • Oversee daily incident and service request queues.
  • Ensure tickets are assigned and resolved within agreed SLAs.
  • Act as the primary escalation point for unresolved technical issues.
  • Ensure ITIL best practices are followed.
  • Improve first-call resolution rates.
  • Monitor ticket quality, categorisation, and prioritisation.

Customer Service

  • Maintain professional communication with customers and stakeholders.
  • Provide updates on critical incidents.
  • Build strong relationships with clients and internal support teams.
  • Participate in customer service review meetings.
  • Support customer satisfaction initiatives.

Reporting & Performance Analysis

  • Monitor:
    • SLA compliance
    • Ticket volumes
    • Resolution times
    • Customer satisfaction
    • Service quality
  • Produce weekly and monthly management reports.
  • Identify recurring technical issues.
  • Perform root-cause analysis.
  • Recommend automation and service improvements.

Governance & Compliance

  • Ensure compliance with company policies and IT governance standards.
  • Maintain service documentation and Standard Operating Procedures (SOPs).
  • Update knowledge base articles.
  • Support ITIL and ISO audit activities.
  • Maintain accurate operational records.

Minimum Requirements

  • Grade 12 (Matric)
  • Diploma or Degree in:
    • Information Technology
    • Service Management
    • Computer Science
    • Related field
  • ITIL Foundation Certification (Essential)
  • 4–6 years’ experience in an IT Service Desk environment
  • Minimum 2 years in a Team Lead or Supervisory role

Advantageous Experience

Candidates with experience in the following environments will have an advantage:

  • Managed IT Services
  • Telecommunications
  • Enterprise IT Support
  • Large corporate service desk operations
  • Multi-client support environments

Technical Skills

Applicants should have experience with:

  • ServiceNow
  • Remedy
  • SysAid
  • IT Service Management (ITSM) tools
  • Microsoft Windows
  • Desktop support
  • End-user support
  • Active Directory
  • Microsoft Office 365
  • Networking fundamentals
  • Remote support tools
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Change Management
  • Root-cause analysis

Soft Skills

The ideal candidate should demonstrate:

  • Strong leadership abilities
  • Excellent communication skills
  • Customer service excellence
  • Analytical thinking
  • Problem-solving skills
  • Decision-making ability
  • Time management
  • Team collaboration
  • Conflict resolution
  • Attention to detail
  • Ability to perform under pressure
  • Organisational skills
  • Adaptability

What Success Looks Like

Successful candidates will be expected to:

  • Achieve SLA targets consistently.
  • Improve first-contact resolution rates.
  • Reduce recurring incidents.
  • Maintain high customer satisfaction scores.
  • Develop and motivate Service Desk staff.
  • Deliver accurate operational reporting.
  • Support continuous improvement initiatives.
  • Ensure compliance with ITIL processes and governance standards.

Why Join Nexio?

Working at Nexio offers an opportunity to:

  • Lead a skilled IT support team.
  • Work with enterprise IT service management platforms.
  • Gain experience in a leading ICT services company.
  • Build leadership experience in a fast-paced technology environment.
  • Contribute to continuous service improvement and digital transformation projects.
  • Work alongside experienced IT professionals in a collaborative environment.

Application Information

Company: Nexio
Position: Service Desk Team Lead
Location: Cape Town, Western Cape
Contract: 12 Months
Closing Date: 20 August 2026

If you have strong Service Desk leadership experience, an ITIL Foundation certification, and a passion for delivering excellent IT support services, this is an excellent opportunity to advance your career with one of South Africa’s leading ICT service providers.

Apply Here