What does a Service Desk Team Leader do? Well, we’ve put the spotlight on Camallita to learn a little bit more about her and her motivations, her day-to-day role and successes, and her leadership journey as she approaches her fourth anniversary with Cloud Direct.
Tell us a bit about your role at Cloud Direct and what a usual day looks like
I’ve just reached my fourth anniversary with Cloud Direct, which feels like a meaningful milestone in my career. As a Service Desk Team Leader, my day-to-day responsibilities include overseeing the Service Desk Analysts and ensuring we consistently meet SLA response and resolution targets, answering calls promptly, and providing technical guidance where needed.
I’m also responsible for making sure tasks and cases are completed on time, while keeping the team motivated and supported throughout the day. No two days are ever the same, each one is a bit of a lucky packet, and that constant variety is what keeps the role both challenging and rewarding.
What do you enjoy doing outside of work?
Outside of work, I enjoy spending time at the gym, taking my dog Suki for walks, and going on little adventures with her. I also regularly meet up with my car crew for events and shows.
In my downtime, I like to mix things up by ice-skating, colouring, or trying out new hobbies that keep me creative and engaged.
What brought you to Cloud Direct and how did you get here?
Before Cloud Direct, I worked for a software company in Stellenbosch that developed hardware solutions for the international and local trucking and logistics industries. The devices used solar panels to track vehicles and send alerts if drivers were speeding, falling asleep, or driving erratically, and in my role as a Junior Internal IT Engineer I focused on managing and supporting the organisation’s internal IT environment, which is very similar to the kind of work we do at Cloud Direct today.
What drew me to Cloud Direct was its strong culture, shared values, and most importantly the growth opportunities. Initially, I was nervous about working UK hours from South Africa but I quickly grew to enjoy it, especially missing peak traffic, and I genuinely value the hybrid working lifestyle.
What stood out to me most was how supportive and encouraging the managers are, particularly when it comes to personal growth and helping us shape our career paths. The best part is that the company has very little toxicity and we consistently come together to solve challenges as a team.
What’s the best part of your job?
The most rewarding part of my role is motivating engineers who maybe aren’t quite sure where their career can take them, and helping guide them along their growth journeys. Being involved in their professional growth, encouraging creative thinking, and seeing them achieve their goals both individually and as a team is incredibly fulfilling.
What’s the best thing about working at Cloud Direct?
For me, the best part of working here is the people and the sense of responsible freedom. Not being micromanaged genuinely motivates me to perform at a high level and continually strive to be better.
There’s a strong sense of mutual respect across the team and everyone gets along, which creates a positive and empowering environment to work in.
What project are you most proud of?
I’ve had the opportunity to work on several impactful projects during my time here. One highlight was collaborating with the Development team on the Service Catalogue for quota increase requests. As we’ve experienced capacity constraints, this initiative helped streamline and standardise these requests, reduce aged profiles, and improve overall efficiency.
Another project I’m proud of is contributing to the creation of the Helpdesk as a Service (HaaS) product item. This was genuinely rewarding as it gave me deeper insight into the business and how product offerings are designed with clear intention and purpose.
I’ve also been responsible for managing and maintaining our taxonomy, ensuring it’s regularly reviewed to support strong case hygiene standards and align with the direction the business is heading.
Lastly, I led the creation of the Service Desk Portal for my team. This portal centralises key information around processes, access requests, training, and day-to-day guidance. It’s made a big difference to efficiency and makes it much easier for the team to find what they need in one place.
What advice would you give to someone looking to progress into a role like yours?
My advice would be to focus on both technical foundations and people skills. Technical knowledge is important, but what really makes the difference in a leadership role is communication, empathy, and the ability to manage pressure while supporting others. Learn how to prioritise effectively, keep strong case hygiene, and understand why processes exist not just how to follow them.
Be curious and proactive. Put your hand up for projects, ask questions, and don’t be afraid to challenge the status quo if you believe something can be improved. Take ownership of your work and think beyond just closing tickets think about customer experience, efficiency, and long-term impact.
One thing to avoid is rushing into leadership purely for the title. It’s important to genuinely enjoy helping others grow and being accountable for the team’s success, not just your own. I also wish I’d learned earlier that it’s okay not to have all the answers what matters is knowing how to find them and leaning on your team.
Lastly, stay open to feedback and continuous learning. Growth doesn’t happen overnight, but consistency, accountability, and the right mindset will take you far.
What’s something people might be surprised to learn about you?
For those who haven’t met me yet, I’m a little under five feet tall – short but mighty!
Before moving into IT, I spent a year in New York working as an au pair, which was an incredible experience and a big chapter of my life before starting my tech career. I originally wanted to become a graphic designer, and while I didn’t pursue it professionally, I still enjoy it as a hobby. I often use those skills to enhance my work, whether that’s designing websites or creating illustrations.
I was also a competitive figure skater for four years and competed in the Western Province Club Championships where I won a mix of medals, including one bronze, two silver, and a few golds (if I’m remembering correctly!).
When it’s time to relax, my go‑to anime is The Apothecary Diaries.
Interested in joining the Cloud Direct team? Explore all our current open vacancies on our Careers page.
