Head: Ict Support

2 weeks ago

Cape Town, Western Cape, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

Direct Reporting Line:

Campus Head

Vega School is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education (CHE).

The IIE Vega, Cape Town National Office has a vacancy for a Head: ICT Support who will provide support to the following Cape Town business units:

  • IIE Vega School National office
  • IIE Vega School
  • The IIE's Varsity College

Duties and Responsibilities:
Infrastructure Support**- Accountable for Branch ICT infrastructure and ensures infrastructure is able to support teaching and learning

  • Coordinates the deployment of systems, servers and infrastructure within the campus. Reduction in SLA targets missed and threatened
  • Monitors and oversees ICT security systems and performs periodic tests and checks to ensure that everything is according to requirements.
Improves customer satisfaction and perception

  • Reduces SLA breaches caused by underpinning contract and/or OLA breachesTechnical escalation point for Senior ICT Support
  • Negotiates and establishes Service Level Agreements (SLA's) with Business and OLA's with technical staff

Service Delivery Escalations

  • Total number and percentage increase in fully documented SLA's in place
  • Oversight and management of Service Desk operations for respective campuses and ensuring the correct assignment, resolution and/or execution of Incidents, Problems, Changes, and Service requests
  • Increase in completeness of Service Catalogue versus operational services
  • Compilation and submission of fortnightly Service Delivery reports
  • Foster and maintain positive rapport and good relationships with business to ensure processes are integrated to support customer Service Level Agreements
  • Facilitating change and release management processes

Financial Supervision

  • Reduces costs related to ICT service delivery
  • Compiles ICT budget for campus and oversees CAPEX & OPEX spend
  • Completes procurement processes (e.g. quotes) timeously and accurately
  • Effectively communicates and coordinates tasks and projects with campus ICT staff

Manage the Interface with the Business and Users

  • Documents and agrees processes and procedures in place (e.g. framework)
  • Reduces outstanding SLAs
  • Attends and reviews minutes of campus operations meetings
  • Schedules meetings with campus senior management teams

Staff Supervision

  • Ensures that the campus has the necessary ICT support during operational hours
  • Coordinates and oversees campus ICT & SICT Support staff activities and engages in short to medium term tactical planning
  • Provides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting
  • Provides mentorship to ICT Supports
  • Develops training & succession plan for ICT Supports

Competencies required:

  • Good interpersonal skills
  • Computer literacy and systems administration
  • Time management and organisational skills
  • Initiative and problem solving prowess.
  • Strong communication skills
  • Ability to cope in a pressured environment

Minimum Education Requirements:

  • Minimum of a Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) in A+/N+ /MCSE / MCTIP
  • Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in A+/N+ /MCSE / MCTIP are advantageous
  • ITIL Foundation Certified is advantageous

Minimun Work Experience Requirements:

  • Minimum of 3 years ICT Support/Service Desk agent.

Special Requirements:

  • Driver's License and
  • Must be willing and able to work the required ICT shift structure working hours.

The successful incumbent will be based at the Cape Town National Office (The IIE's Varsity College Cape Town, Quadrant Building, 146 Campground Road, Newlands, Cape Town, 7700).

The IIE's Vega School is an Equal Opportunity Employer. However, preference will be given to previously underrepresented groups in accordance with the South African Employment Equity Act.

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