Service Desk Team Lead (Service Management)

SUMMARY:
Company: Kapsch SA
Location: SANRAL Data Centre, Midrand
Position: Service Desk Team Lead (Service Management)
Contract Period: 6 Months with possibility of extension
Budget: Negotiable

POSITION INFO:
About the Company:
Kapsch TrafficCom South Africa (Kapsch SA) is a global leader in intelligent transportation systems (ITS) and traffic management solutions. The company specializes in delivering advanced technologies and services that improve road safety, reduce congestion, and optimize traffic flow. With a strong presence in South Africa, Kapsch SA provides critical infrastructure solutions such as toll collection systems, traffic monitoring, and control systems.
Kapsch SA is committed to driving innovation in transportation and supporting national road systems. As a trusted partner to key organizations like SANRAL, Kapsch plays an essential role in enhancing South Africa’s transportation infrastructure through advanced technology and data management.

About the End Client:
The South African National Roads Agency SOC Ltd (SANRAL) is a state-owned entity responsible for managing and maintaining South Africa's national road network. Established in 1998, SANRAL’s core focus is to enhance the country's road infrastructure, fostering economic development and ensuring safer, more efficient transport.
SANRAL is at the forefront of integrating technology into traffic management, with its Data Centre in Midrand serving as a hub for the country's road infrastructure and traffic operations. Kapsch SA partners with SANRAL in supporting the management of national roads, providing vital data center operations and technical support.

Role Requirements:

• Matric (High School Diploma)
• ITIL Foundation v3/v4 certification
• IT National Diploma
• 2 years of experience in an IT Service Desk or Helpdesk environment
• 1 year of experience supervising staff or peers
• 2 years of experience in a customer service environment

• Lead and manage the service desk team to provide efficient support and service delivery
• Monitor and ensure incidents and service requests are logged, prioritized, and resolved within SLA targets
• Supervise daily operations of the service desk, ensuring staff are meeting performance standards and customer satisfaction goals
• Provide mentorship and guidance to team members, fostering a collaborative and customer-centric approach
• Analyze service desk performance metrics, identify areas for improvement, and implement changes to enhance service quality
• Act as the escalation point for unresolved or critical issues, ensuring timely resolution and communication with stakeholders

• Strong leadership abilities with experience in supervising or leading a team
• Solid understanding of ITIL processes and best practices in service desk management
• Excellent problem-solving and communication skills, with a focus on customer satisfaction
• Ability to manage multiple tasks in a fast-paced environment, with a strong focus on meeting SLAs
• A team player with a proactive attitude towards improving service delivery