{"id":3797577,"url":"https://alion.io/job/ioco-service-desk-team-lead","title":"Service Desk Team Lead","company":{"id":57386,"name":"iOCO","domain":"ioco.tech","url":"https://alion.io/company/ioco","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":{"grade":"B","score":81,"open_postings":6,"ghost_share":0,"stale_share":0.667,"repost_share":0.167,"time_to_fill_p50_days":29,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-05T10:09:07Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T05:57:50Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Are you a dynamic Service Desk Team Lead with a passion for people leadership, customer service and operational excellence? We are looking for a proactive and results-driven individual to lead and motivate a service desk team, drive performance and ensure the delivery of exceptional customer support. You will oversee IT incident and event management, ensure adherence to strict Service Level Agreements (SLAs), and prioritise P1, P2 and P3 incidents to achieve efficient resolution and minimal service disruption. The ideal candidate will demonstrate strong leadership, coaching and conflict management skills, coupled with excellent communication, stakeholder engagement and problem-solving abilities.\nWhat you'll do:\nPeople LeadershipInspire and motivate the team with a clear vision\nFoster collaboration, innovation, and accountability\nDevelop team members’ skills through coaching and training\nResolve conflicts and maintain a positive work culture\nConflict management abilities\nCoaching and mentoring for skill development, or Commitment to upskilling team members through ongoing on-the-job coaching/training\n\nProfessionalism & Work EthicPositive attitude required with excellent telephone etiquette\nTeam player with good work ethic and attendance record\nSelf-driven - Get the job done\nStrong sense of responsibility in taking ownership of problems and seeing them through till completion\n\nCollaboration & CommunicationExcellent cross-team collaboration and interaction\nExcellent written and verbal communication skills\nReport progress, risks, and solutions to executives and stakeholders\n\nCustomer & Service OrientationStrong event management abilities with customer focus\nExcellent customer satisfaction, interaction, and engagement\nTo engage with service providers/resolver teams for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged\n\nExecution & DetailWork under strict Service Level Agreements and meeting targets\nAttention to detail\nStrong prioritisation skills when dealing with P1, P2 and P3 incidents\nAligning team operations with organisational goals\n\nYour Expertise:Minimum of 3 years management experience or a minimum of 8 - 10 years in role experience\nEvent Management Experience\nMulti-tasking skills\nTelecommunication Experience\nIT Incident Management Experience\nQualifications:\nQualification Essential CompetencyMatric\nTertiary Qualification or Equal Experience\n\nQualification preferred education and experienceTertiary Qualification or Equal Experience\nITIL foundation certification and or experience\nManaging of Service Desk Experience\nManaging a team that performs shift work\nReport writing experience\nTelecommunication experience\n\nOther information applicable to the opportunity:\nPermanent position\nLocation: Cape Town\nWork environment: The position is based at a client site in Bellville (Western Cape).Ensure availability through a dependable mobile device with excellent network coverage. \n\nPhysical Demands: Managing a team that performs 24x7 shifts in Event Management\n Why work for us?If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.\nYou've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.\nAt our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.\niOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups","description_format":"text","description_chars":4281,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-11-05T10:09:07Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/ioco-service-desk-team-lead","json_url":"https://alion.io/job/ioco-service-desk-team-lead.json","meta":{"generated_at":"2026-11-06T09:31:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17231,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57386},"rest":"https://alion.io/mcp/rest/get_company?id=57386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fioco-service-desk-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fioco-service-desk-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fioco-service-desk-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ioco-service-desk-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fioco-service-desk-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3797577}},{"tool":"search_jobs","arguments":{"company":"ioco.tech","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3797577},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}