Service Desk Team Leader

Role Overview

We are seeking a highly driven and experienced Service Desk Team Leader to oversee the Service Desk function within our Network Operations Centre (NOC). This role is responsible for delivering exceptional first-line support, ensuring strict SLA compliance and leading effective incident and escalation management across enterprise and hyperscale client environments. The successful candidate will act as the central escalation and coordination point between Clients, Operations, Engineering, IT and Project teams, driving service performance, operational excellence and continuous improvement initiatives.

Key Duties and Responsibilities

• Team Management: Lead, mentor and performance-manage the Service Desk team, establishing clear KPIs aligned to MTTR, MTTA, SLA compliance and client satisfaction targets.
• Incident Governance: Own and govern the Incident Management lifecycle in accordance with ITIL best practices, ensuring timely triage, prioritization, escalation and resolution of all incidents and service requests.
• Escalation Management: Act as the primary escalation authority for critical, high-impact and complex incidents, coordinating cross-functional technical teams to restore service within agreed SLAs.
• Communication: Oversee structured internal and external communications during major incidents, ensuring transparency, accuracy and executive-level reporting where required.
• Quality Assurance: Ensure high standards of ticket quality, data integrity, categorization accuracy and documentation completeness within the ticketing system.
• Performance Monitoring: Monitor real-time service performance dashboards and proactively manage risks to SLA adherence.
• Reporting: Produce accurate operational reports and performance analytics for senior leadership review.
• Process Improvement: Drive continuous improvement initiatives, including workflow optimization, automation of repetitive tasks and integration of monitoring tools to enhance efficiency.
• Strategic Alignment: Collaborate closely with Engineering, IT, Client Services and Project teams to strengthen operational alignment and enhance overall NOC performance.
• Change Governance: Support change governance processes by assessing operational risks related to planned network activities.

Requirements

• Bachelor’s degree in Information Technology, Telecommunications, Computer Science or related field.
• ITIL Foundation certification (mandatory).
• Networking certifications such as JNCIA or CCNA.
• Minimum five years experience in Service Desk or NOC operations within telecom, ISP or carrier-grade environments.
• At least two years in a supervisory or team leadership capacity.
• Proven experience managing critical incidents in SLA-driven, 24/7 operational environments.
• Strong understanding of transport and IP technologies (OTN, DWDM, SDH, Ethernet, IP/MPLS).
• Experience with enterprise ticketing platforms (e.g., ServiceNow, NetSuite, Remedy or equivalent).
• Strong analytical capability with the ability to interpret operational data and performance trends.

How to Apply

Interested and qualified candidates should apply online via the official recruitment portal: West Indian Ocean Cable Company (WIOCC) on jobs.talenthr.io