Overview
The Team Lead – Service Desk will oversee the delivery of ICT support services to Zamtel staff, ensuring smooth business operations and a high quality user experience. This role combines technical expertise with leadership responsibilities, guiding the service desk team to provide timely solutions, manage service delivery processes, and uphold best practices in IT support. It requires a proactive professional who can balance operational efficiency with customer satisfaction while aligning IT services to business needs.

Main Responsibilities
• Lead and supervise the service desk team, ensuring effective handling of ICT support requests.
• Oversee service support and service delivery processes, maintaining compliance with organisational standards.
• Provide operational and technical assistance to staff, resolving issues promptly to minimise downtime.
• Monitor performance metrics and implement improvements to enhance service quality.
• Coordinate escalation of complex technical problems and ensure timely resolution.
• Foster collaboration across IT functions to support business operations and strategic initiatives.
• Promote a customer focused culture within the service desk, ensuring staff receive professional and efficient support.

Required Qualifications and Skills
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Professional registration with ICTAZ.
• Minimum of 3 years’ experience in IT support, with proven experience as a help desk technician or in a similar customer support role.
• Strong technical knowledge of ICT systems and troubleshooting methodologies.
• Excellent communication and interpersonal skills, with the ability to engage effectively with end users.
• Demonstrated leadership and team management abilities.
• Problem solving mindset with a focus on delivering practical, timely solutions.

For further context, apply now to:
https://vacancies.zamtel.co.zm/