Team Lead: Communications and Projects

Team Lead:
Communications and Projects

Location: Century City, Cape Town
Employment Type: Permanent
Start Date: ASAP

Our client is seeking a proactive and highly organised Team Lead to oversee communications, project coordination, and Service Desk delivery. This role ensures clients receive timely updates, projects stay on track, and daily operations run smoothly across all support channels.

• Lead Service Desk Coordinators and ensure consistent communication and ticket management
• Oversee project timelines, deliverables, and client updates
• Monitor all communication channels (email, phone, Whats App, ticket system)
• Track ticket queues, project progress, and team performance
• Coordinate with engineers, project teams, and third parties
• Manage incident logging, escalation, and documentation
• Maintain SOPs, guides, and knowledge base content
• Prepare weekly KPI, monitoring, and performance reports
• Identify process improvements and support continuous service enhancement

• 2–3 years experience in an IT Service Desk or IT support environment
• Strong communication skills across multiple channels
• Understanding of ticket workflows, prioritisation, escalations, and SLAs
• Experience coordinating tasks with technical teams
• Strong organisational and multi-tasking ability
• Familiarity with ITSM/ticketing systems
• Experience working with clients and managing expectations
• Reporting experience (KPIs, dashboards, service metrics)
• ITIL and Agile/Scrum knowledge advantageous

• Strong decision-making and problem-solving
• Customer focus and professionalism
• Excellent organisation and planning
• Clear written and verbal communication
• Leadership, coaching, and conflict management
• High energy, initiative, and drive

• Loyalty-based medical aid and retirement annuity
• Overtime
• Social events and Friday lunches
• International travel opportunities for strong performers
• Profit share for top achievers