IT Helpdesk Manager

1 month ago

Gauteng Johannesburg, South Africa Boldr Full time
Boldr’s job vacancy, Career and Recruitment

Job title : IT Helpdesk Manager – Johannesburg jobs in Gauteng

Job Location : Gauteng, Johannesburg

Deadline : May 04, 2024

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WHAT WILL YOU DO

This position will implement and manage technical and SaaS solutions ensuring security and quality standards are achieved.  Provide support and administration of Azure, Intune, Azure Active Directory, Google, computer hardware, and operating systems, and perform other job-related duties as required. Participate in project-related work to deliver improvements in these areas. Learn about and assist with the support of other applications and platforms, including solutions like Atlassian, AWS, GCP, and Git.

Team Management

Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases Ensure that team members are properly trained and working consistently to meet client needs Ensure that the team meets company and client-specific KPI targets through product/service training

Internal Coordination

Performing analyses on CIS efficiency and integration. Reporting to management on CIS development, implementation, and progress. Collaborating with development teams and departments, as well as incorporating user feedback. Ensuring CIS innovation and implementation. Overseeing CIS user testing and adjustments. Ensuring that products and services are delivered on time and within budget. Managing software and hardware installations and upgrades. Maintaining computer network infrastructure and ensuring network security. Hiring and training new Tech staff.

External Communications

Be familiar with the client’s key contacts, unique requirements, and operating processes Demonstrate mastery of the company and client’s offerings (i.e. its products and services) Understand, investigate, and solve any complex client requests or complaints Identify opportunities for continuous improvement and scaling growth. Writing progress reports and delivering presentations to the relevant stakeholders.

Requirements

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

Curious and authentic, just like us #beboldr  An analytical and critical thinker, with an eye for even the most minute of details Passionate about client satisfaction. Excellent problem-solving and analytical skills  Ability to work independently, leveraging available tools and resources  Strong communication skills, both verbal and written Strong organizational skills with the ability to manage multiple priorities. Strong attention to detail to ensure the accuracy of all work 

YOU HAVE…

3-5 years experience leading onshore/offshore teams in a remote work environment 3-5 years experience with ITIL and managing Critical incidents 3-5 years of experience implementing, administering, and supporting Azure AD, IAM, Intune, and M365 3-5 years experience with Atlassian products: Confluence, Jira Service Management, etc 3-5 years experience with endpoint security products. 2+ years experience with developing KPIs / SLAs and using those metrics to drive continuous improvement in the HelpDesk. 2+ years of experience integrating systems with Azure and deploying SSO + MFA. Experience managing DNS, SPF, and DKIM. Experience troubleshooting in a multi-user high availability 24×7 environment. Experience in PC repair, troubleshooting, and deployment (Windows and MAC). 3+ years of experience developing and maintaining technical documentation in Confluence. Should have one or more of the following certifications: Azure, IAM, Intune, or other industry-relevant certifications related to Microsoft, Google, or AWS products. 2+ years experience working in an Agile environment, including project management of resources on the HelpDesk team. 2+ years of experience developing and driving process workflow improvement  2+ years experience with Asset lifecycle management 2+ years experience in vendor management Experience administering Azure, AWS, Google, GCP. Experience with domain registrars – GoDaddy Route53 Wix. Experience one or more scripting languages, like PowerShell, Ansible, etc… Experience automating workflows. Experience with Modern Campus DestinyOne Experience with budgeting Experience de-escalating heated conversations Experience with SQL databases and queries

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