{"id":7759,"date":"2026-03-17T18:02:17","date_gmt":"2026-03-17T18:02:17","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/zambia\/job\/it-service-desk-lead-at-national-milling-corporation-limited\/"},"modified":"2026-03-24T00:14:12","modified_gmt":"2026-03-24T00:14:12","slug":"it-service-desk-lead-at-national-milling-corporation-limited","status":"expired","type":"job_listing","link":"https:\/\/jobs.dataaxisnode.com\/zambia\/?post_type=job_listing&p=7759","title":{"rendered":"IT Service Desk Lead at National Milling Corporation Limited"},"content":{"rendered":"<p>NATIONAL MILLING CORPORATION LIMITED (NMC)<br \/>\nEMPLOYMENT OPPORTUNITY<br \/>\nNational Milling Corporation Limited (NMC), a reputable multinational milling company specialising in the manufacturing of flour, mealie meal and stock feed products and other commodities, invites applications from suitably qualified and motivated candidates to fill the following vacancy:<br \/>\nPosition: IT Service Desk Lead<br \/>\nKey Responsibilities:<br \/>\nLead and supervise the Service Desk team to ensure consistent, high-quality support and service delivery<br \/>\nCoach, mentor, and develop team members; assign tasks and manage workloads to meet business priorities<br \/>\nManage day-to-day Service Desk operations, ensuring issues are logged, tracked, and resolved within agreed SLAs<br \/>\nServe as the escalation point for complex incidents and major user-impacting issues<br \/>\nDrive strong customer experience through clear communication and timely updates<br \/>\nMaintain quality of ticket handling and documentation, including knowledge articles, SOPs, and troubleshooting guides<br \/>\nIdentify opportunities for improvement and implement ITSM best practices across incident, request, problem, and change support<br \/>\nProduce and analyse Service Desk performance reports (e.g., SLA compliance, backlog trends, first-contact resolution, repeat incidents)<br \/>\nCollaborate with internal IT teams (networks, systems, cybersecurity, applications) and external vendors<br \/>\nKeep the team updated on tools, security requirements, and technology changes impacting end-user support<br \/>\nMinimum Qualifications &amp; Experience:<br \/>\nFull Grade 12 Certificate<br \/>\nBachelor\u2019s Degree in Information Technology, Computer Science, Information Systems, or related field<br \/>\nMinimum 3 years\u2019 experience in a senior Service Desk\/Help Desk or technical support role, with leadership experience<br \/>\nTechnical &amp; Professional Requirements:<br \/>\nStrong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and Windows 10\/11<br \/>\nPractical experience supporting identity and access environments (e.g., Active Directory and\/or Microsoft Entra ID\/Azure AD), user administration, and policy-based endpoint controls<br \/>\nFamiliarity with endpoint management and security basics (patching, device compliance, EDR\/antivirus concepts, remote support tools)<br \/>\nExperience using ITSM\/ticketing platforms (e.g., ServiceNow, Jira Service Management, Freshservice, ManageEngine) and reporting on service performance<br \/>\nStrong communication, stakeholder management, and customer-service skills in a fast-paced operational environment<br \/>\nAdded Advantage:<br \/>\nExperience supporting manufacturing\/FMCG environments, uptime-sensitive systems<br \/>\nFamiliarity with ERP and business applications, including Microsoft Dynamics NAV \/ Business Central, POS, warehousing<br \/>\nCertifications (Preferred):<br \/>\nITIL 4 Foundation<br \/>\nCompTIA A+ \/ Network+ or relevant Microsoft certifications<br \/>\nProfessional Membership:<br \/>\nICTAZ membership is required (valid\/active)<br \/>\nSharing is Caring! Click on the Icons Below and Share<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"National Milling Corporation Limited","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-7759","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-zambia","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-listings\/7759","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/media?parent=7759"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job_listing_region?post=7759"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/zambia\/wp-json\/wp\/v2\/job-types?post=7759"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}