Lead. Mentor. Improve. Elevate the Service Desk Experience.

Netlink is looking for a proactive and people-focused Service Desk Coordinator to join our team.

Are you passionate about delivering exceptional customer experiences while leading a high-performing technical support team?

This pivotal role ensures our Service Desk operations run smoothly, efficiently, and with a continuous improvement mindset—helping our clients get the support they need, when they need it.

You’ll be the heartbeat of our support operations, driving team performance, managing incidents, and building a service culture that prioritizes both results and relationships.

What You'll Be Doing

Incident & Problem Management

Lead the day-to-day Service Desk operations: ticket flow, SLAs, escalations, and resolution quality.

Analyse incident trends to spot recurring issues and prevent future disruptions.

Ensure the team is aligned with SOPs and documentation standards.

Monitor team performance and provide mentoring and guidance where needed.

Act as the escalation point and voice of the Service Desk in both internal and client-facing meetings.

Process & Documentation

Keep internal documentation up-to-date, accurate, and user-friendly.

Oversee time tracking and timesheet accuracy—ensuring billable tasks are correctly recorded.

Assist with planning and resourcing, including offshore team coordination and shift coverage.

Customer Experience

Maintain high standards of professionalism, communication, and service quality.

Monitor customer satisfaction metrics (including CSAT) and implement feedback into team practices.

Support team members in delivering a friendly and efficient experience to clients.

Team & People Leadership

Lead with empathy and direction—support the growth of team members through coaching, PDPs, and performance reviews.

Work closely with HR on recruitment, onboarding, and performance management.

Foster a “One Team” culture that brings together remote and on-site members seamlessly.

Continuous Improvement

Identify improvement opportunities in workflows, processes, and communication.

Champion automation, innovation, and real-time feedback within the team.

What You Bring

Previous experience managing or coordinating a Service Desk or similar technical support team.

Strong incident/problem management skills and familiarity with ITIL or similar frameworks.

Excellent communication and people leadership skills.

A knack for documentation, training, and building scalable processes.

Comfort managing a distributed hybrid team.

What We Offer

Competitive salary and retention bonus.

Flexible working arrangements.

Ongoing support for professional development and training.

A contemporary office environment and inclusive team culture.