Itumeleng Mokone

Background

About Itumeleng Mokone

I am an IT Service Desk Operations Team Lead with a background in Computer Systems Engineering from Tshwane University of Technology. Currently at AppCentrix, I lead a team that ensures seamless IT service delivery, incident management, and continuous improvement across the organization.I specialize in building high-performing support teams, optimizing ITSM processes, and driving operational efficiency that enables businesses to stay resilient and competitive. My approach balances technical expertise with people leadership, ensuring both reliable IT operations and empowered teams.Key Focus Areas:Service Desk Leadership: Managing daily operations, developing workflows, and aligning service delivery with business objectives.Incident & Problem Management: Driving quick resolution, root cause analysis, and process improvements to reduce recurring issues.ITSM & Network Monitoring: Leveraging tools to detect, manage, and resolve network and system performance issues.Collaboration: Partnering with NOC and cross-functional teams to ensure smooth, integrated IT operations.Team Development: Mentoring and upskilling staff to build capability and deliver consistently high-quality support.I am passionate about evolving IT service delivery to meet the growing demands of modern enterprises and always open to sharing knowledge, exploring integrations, and enabling smarter operations.