Mbalenhle Khambule

IT Service Desk Team Lead with 10+ years’ experience in incident management, SLA governance, and technical team leadership. Proven track record of improving service delivery performance, reducing SLA breaches, and leading high-performing technical teams in fast-paced IT environments.

IT Service Desk Team Lead - Ulwembu Business Solutions

(2021-01)

• Lead and manage a team of 26 technicians, improving team response efficiency by approximately 20%.
• Achieved consistent SLA compliance rate of 95%+ across incident management lifecycle.
• Reduced incident backlog (over 7 days) by an estimated 30% through proactive monitoring and escalation.
• Improved incident resolution turnaround time by 15% through better prioritisation and resource allocation.
• Produced performance reports that enabled management to identify service gaps and improve delivery outcomes.
• Ensured 100% compliance with ISO 9001 documentation and quality standards.

Service Desk Coordinator - Datacentrix (Pty) Ltd

(2012-03 - 2020-12)

• Managed scheduling for regional engineers and vendors, supporting SLA targets of 4–6 hours.
• Maintained SLA adherence above 90% across multiple service categories.
• Improved communication turnaround with clients, reducing follow-up queries by 25%.
• Coordinated high-volume service requests across multiple regions and service lines.

Vendor Management Analyst - Tactical Software Systems (TSS)

(2008 - 2012)

• Managed vendor incidents and ensured timely resolution within SLA targets.
• Produced weekly and monthly performance reports improving visibility for management.
• Supported process improvements that enhanced vendor response efficiency.