Nosipho Mahlobo

Results-driven IT Service Desk Team Lead with progressive experience across Service Desk Operations, User Access Management, Incident Management, and IT Support Services. Proven ability to lead high-performing teams, drive SLA achievement, manage major incidents, strengthen governance and compliance controls, and improve customer satisfaction. Recognized for strong leadership, stakeholder engagement, technical troubleshooting, and operational excellence.

IT Service Desk & User Access Management Team Lead - CCI

(2025-02)

• Lead Service Desk and User Access Management teams to achieve operational and service delivery targets.
• Manage incident queues, escalations, SLA performance, and resolver group coordination.
• Coordinate P1/P2 Major Incidents and stakeholder communications.
• Oversee Joiners, Movers and Leavers processes and compliance controls.
• Produce operational reporting and KPI dashboards.
• Coach and mentor team members while managing performance improvement initiatives.

IT User Access Management Administrator - CCI

(2024-08 - 2025-01)

• Administered user access across enterprise systems and secure environments.
• Processed access requests, onboarding, transfers and terminations.
• Supported audit readiness and access governance activities.

IT Service Desk Administrator - CCI

(2023-09 - 2024-08)

• Delivered first-line IT support and incident resolution.
• Managed tickets through ManageEngine and ensured SLA compliance.
• Supported account administration and major incident processes.

National Senior Certificate (2013-12)