NATIONAL MILLING CORPORATION LIMITED (NMC)

EMPLOYMENT OPPORTUNITY
National 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:

Position: IT Service Desk Lead
Key Responsibilities:
Lead and supervise the Service Desk team to ensure consistent, high-quality support and service delivery

Coach, mentor, and develop team members; assign tasks and manage workloads to meet business priorities

Manage day-to-day Service Desk operations, ensuring issues are logged, tracked, and resolved within agreed SLAs

Serve as the escalation point for complex incidents and major user-impacting issues

Drive strong customer experience through clear communication and timely updates

Maintain quality of ticket handling and documentation, including knowledge articles, SOPs, and troubleshooting guides

Identify opportunities for improvement and implement ITSM best practices across incident, request, problem, and change support

Produce and analyse Service Desk performance reports (e.g., SLA compliance, backlog trends, first-contact resolution, repeat incidents)

Collaborate with internal IT teams (networks, systems, cybersecurity, applications) and external vendors

Keep the team updated on tools, security requirements, and technology changes impacting end-user support

Minimum Qualifications & Experience:
Full Grade 12 Certificate

Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related field

Minimum 3 years’ experience in a senior Service Desk/Help Desk or technical support role, with leadership experience

Technical & Professional Requirements:
Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and Windows 10/11

Practical experience supporting identity and access environments (e.g., Active Directory and/or Microsoft Entra ID/Azure AD), user administration, and policy-based endpoint controls

Familiarity with endpoint management and security basics (patching, device compliance, EDR/antivirus concepts, remote support tools)

Experience using ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, Freshservice, ManageEngine) and reporting on service performance

Strong communication, stakeholder management, and customer-service skills in a fast-paced operational environment

Added Advantage:
Experience supporting manufacturing/FMCG environments, uptime-sensitive systems

Familiarity with ERP and business applications, including Microsoft Dynamics NAV / Business Central, POS, warehousing

Certifications (Preferred):
ITIL 4 Foundation

CompTIA A+ / Network+ or relevant Microsoft certifications

Professional Membership:
ICTAZ membership is required (valid/active)