ienced 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. Reporting Line: Director, Operations Key Duties and Responsibilities The Service Desk Team Leader will provide strategic direction, operational oversight and performance governance of all Service Desk activities, ensuring efficient ticket lifecycle management, structured escalation control and superior client engagement. Lead, mentor and performance-manage the Service Desk team, establishing clear KPIs aligned to MTTR, MTTA, SLA compliance and client satisfaction targets 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 Act as the primary escalation authority for critical, high-impact and complex incidents, coordinating cross-functional technical teams to restore service within agreed SLAs Oversee structured internal and external communications during major incidents, ensuring tra
