IT Service Desk Lead

About the role

National Milling Corporation Limited is looking for an experienced IT Service Desk Lead to oversee the Service Desk team, ensure smooth daily support operations, and deliver high‑quality end‑user service across the organization.

Key responsibilities

• Supervise and develop Service Desk staff, fostering a culture of continuous improvement.
• Manage incident escalation, monitor SLA compliance, and produce performance reports.
• Implement ITSM best practices and drive adoption of tools such as ServiceNow or Jira Service Management.
• Collaborate with internal IT teams, vendors, and other business units to resolve complex technical issues.
• Maintain documentation, knowledge base articles, and standard operating procedures.

Required profile

• Grade 12 and a Bachelor’s degree in IT, Computer Science, Information Systems, or a related field.
• Minimum 3 years of senior‑level Service Desk or technical support experience with proven team‑leadership responsibilities.
• Active ICTAZ membership (valid/active).

Required skills

• Strong knowledge of Microsoft 365 and Windows 10/11.
• Experience with Active Directory / Microsoft Entra ID.
• Familiarity with endpoint management solutions and Endpoint Detection & Response (EDR) tools.
• Hands‑on experience with ITSM platforms such as ServiceNow or Jira Service Management (JSM).
• Desirable certifications: ITIL 4 Foundation, CompTIA A+, Network+, Microsoft certifications.