Job Title: Service Desk Supervisor
Department: Network Service Excellence
Location: Client Site – Johannesburg
Reports To: Operations Manager
Role Purpose
The Service Desk Supervisor is responsible for overseeing the daily operations of the Mission Control Centre (MCC),
managing a team of NOC Operators and Service Desk Administrators to ensure efficient incident resolution,
service request management, and proactive network monitoring. This role requires strong leadership, technical expertise,
and a client-focused approach to deliver high-quality IT support and ensure adherence to Service Level Agreements (SLAs).
As a client-based position in Johannesburg, the Service Desk Supervisor will act as the primary point of escalation for
the MCC team and will work closely with the client’s IT teams and stakeholders to maintain optimal service delivery.
Key Responsibilities
1. Team Leadership & Supervision
- Provide daily oversight and leadership to the NOC Operators and Service Desk Administrators.
- Ensure the team adheres to SLA commitments, escalation procedures, and service workflows.
- Conduct regular performance reviews, coaching sessions, and training to enhance team capabilities.
- Foster a collaborative and high-performance culture within the MCC.
2. Incident & Service Request Management
- Oversee the logging, prioritisation, and resolution of incidents and service requests via the ITSM platform.
- Ensure adherence to ITIL-based incident, problem, and change management processes.
- Serve as the primary escalation point for complex technical issues or service disruptions.
- Conduct root cause analysis (RCA) and implement corrective actions for recurring incidents.
3. NOC Operations & Network Monitoring
- Ensure 24/7 network monitoring is performed effectively to detect and respond to infrastructure issues.
- Coordinate with network engineers and service providers to escalate and resolve major incidents.
- Maintain and improve network event correlation, alerting thresholds, and response processes.
- Proactively identify potential IT risks or capacity issues and address them with the relevant teams.
4. Client Engagement & Reporting
- Act as the key liaison between the MCC team and client stakeholders for IT service delivery.
- Conduct regular client meetings, providing service performance updates and recommendations.
- Ensure timely generation of reports, including incident trends, SLA compliance, and NOC analytics.
- Implement continuous service improvement initiatives to enhance IT service efficiency.
5. Process & Documentation Management
- Maintain and improve standard operating procedures (SOPs), escalation workflows, and knowledge bases.
- Ensure accurate documentation of incidents, resolutions, and preventive measures.
- Drive automation and efficiency improvements within service desk operations.
Key Skills & Competencies
IT Service Management (ITSM) Expertise – Strong understanding of ITIL principles, incident, problem, and change management.
Technical Knowledge – Familiarity with network monitoring tools, ticketing systems, and enterprise IT environments.
Leadership & People Management – Ability to motivate and manage a high-performance support team.
Customer-Centric Mindset – Strong ability to manage client expectations and ensure excellent service delivery.
Analytical & Problem-Solving Skills – Ability to perform root cause analysis (RCA) and drive service improvements.
Communication & Escalation Handling – Strong verbal and written skills for client interaction and reporting.
Process-Oriented Approach – Focused on documenting procedures and driving operational efficiencies.
Experience & Qualifications
Educational Background:
- A diploma or degree in IT, Computer Science, or a related field is preferred.
- ITIL Foundation certification (ITIL v3/v4) is required.
- ITIL 4 Create Deliver and Support is highly advantageous.
Work Experience:
- 5+ years experience in a Service Desk, NOC, or IT Operations environment.
- 2+ years in a leadership or supervisory role managing IT support teams.
- Experience with ITSM platforms (e.g., ServiceNow, Freshdesk, Remedy, or similar).
- Exposure to network monitoring tools (e.g., SolarWinds, PRTG, or Aruba Central) is beneficial.
Key Performance Indicators (KPIs)
SLA Adherence – Ensuring incidents and requests are resolved within agreed timeframes.
Incident Resolution Rate – Percentage of first-contact resolution vs. escalations.
Team Performance – Training effectiveness, productivity, and feedback from stakeholders.
Client Satisfaction Scores – Regular feedback from the client on service quality.
NOC Monitoring Efficiency – Speed of detecting and responding to network events.
Process Compliance – Adherence to SOPs, documentation quality, and audit readiness.
Remuneration & Benefits
Competitive salary based on experience.
Performance-based incentives (if applicable).
Career growth and training opportunities.
