Service Desk Tech Lead

“Ready to lead frontline support operations, elevate service excellence, and drive continuous improvement across dynamic IT environments?”

We are looking for a Service Desk Technical Lead to join our team in Cape Town! As a Service Desk Technical Lead, you will play a critical role in ensuring the smooth operation of IT support services, acting as a technical escalation point while driving efficiency, innovation, and user experience.

You will provide hands-on technical guidance, mentor service desk analysts, and collaborate with cross-functional teams to enhance processes and automation. This role requires a balance of guiding and mentoring the service desk team to ensure efficient operations, problem-solving skills, and technical expertise to maintain high service standards, improve response times, and deliver exceptional customer support.
If you thrive on innovation, love solving complex infrastructure challenges, and live by the motto “build it better and smarter,” this is the role for you.

What You’ll Do:

Technical Leadership & Escalation Management

• Act as the primary escalation point for complex technical issues, ensuring timely resolution and minimal customer impact.
• Provide expert troubleshooting across Microsoft 365, Azure, Data & AI, Intune, and other cloud-based solutions.
• Lead incident and problem management processes, ensuring root cause analysis and preventive measures are implemented.
• Champion best practices in automation, and efficiency improvements to enhance service delivery.

Service Improvement & Innovation

• Drive process improvements, optimizing workflows to increase efficiency and reduce resolution times.
• Identify opportunities for automation and self-service enhancements, improving user experience.
• Collaborate with engineers, developers, and cloud specialists to enhance service offerings.
• Ensure documentation is maintained and updated to support knowledge sharing and standardization.

Customer Experience & Stakeholder Engagement

• Ensure high levels of customer satisfaction by delivering a proactive, responsive, and solution-oriented service.
• Engage with key stakeholders to understand business needs and align support strategies accordingly.
• Act as a technical advisor for both internal teams and customers, translating technical issues into clear, actionable solutions.

Team Mentorship & Training

• Provide guidance and mentorship to Service Desk Analysts, upskilling them in troubleshooting and customer engagement.
• Develop and deliver technical training sessions to ensure continuous learning within the team.
• Foster a culture of collaboration, accountability, and technical excellence

Performance & Reporting

• Monitor service desk performance, identifying trends and areas for improvement.
• Support leadership in defining key metrics, SLAs, and KPIs to drive continuous service enhancement.
• Ensure adherence to ITIL best practices and compliance with security and operational standards.
• Technical Quality Control & External Escalation Control

Additionally, the Service Desk Technical Lead will be expected to:

• Maintain case hygiene by ensuring all relevant details (Short Description, Category, Priority, etc.) are accurately documented for seamless escalation and resolution.
• Perform initial troubleshooting and triage to maximize First Call Resolution (FCR).
• Track and manage workload through regular time, ticket, and task entries.
• Escalate unresolved, ongoing, or business-critical issues to the Team Leader in a timely manner.
• Create Knowledge Base articles and provide end-user training to empower customers with self-service solutions.
• Follow established policies, processes, and procedures as set by the business.
• Oversee day-to-day operations, acting as 2IC and performing Team Leader duties when required.
• Assist with recruitment processes and team development.

What We’re Looking For:

• Microsoft Certifications (MS-900, AZ-900 & SC-900) or equivalent experience, with expertise in Microsoft 365, Azure, Intune, and Active Directory.
• Knowledge of IT operations, including Data AI, On-Prem infrastructure, and ITIL-based Incident, Problem, and Change management.
• Experienced in mentoring, coaching, and fostering team development.
• Excellent problem-solving, troubleshooting, and communication skills, with the ability to bridge technical concepts for non-technical users.
• Proven ability in stakeholder management and driving customer satisfaction.

What We Offer:

• Responsible Time off (uncapped annual leave)
• Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
• Fitness Cash Contribution
• Pension Fund Contribution
• Medical Insurance Contribution
• Employee Assistance Programme
• Enhanced Maternity & Paternity Leave
• Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
• Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and strive to build a team that reflects the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses to apply.