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Ict Manager

4 months ago

Johannesburg, South Africa ADvTECH Full time

Provides technical management and direction to a team of Desktop Support Technicians located in schools across the country (35 as at 2023), working with and through Service Delivery Managers responsible for a range of services to the schools in their portfolio.

Responsible for maintaining high end-user customer/user support. Has strong problem-solving and logical analysis skills, as well as substantial technical background. Co-ordinates user support issues to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity. Develops reporting measures for desktop support. Develops IT end-user support procedures and trains/guides staff in their use, including total enquiry resolution process. Establishes flexible processes and ongoing training to desktop support staff to quickly incorporate changes/updates/new releases to existing software and hardware. Maintains high degree of contact with users to respond quickly to their changing needs.

Has contact with vendors as necessary to ensure proper documentation and training is available to desktop support staff. Plays a strategic role in communicating changes in processes and procedures to end users. Works with technical specialists to provide and support business information systems, data communications, computer networks, and telecommunications.

**Education (Formal Qualification required)**
**Minimum**
- ICT Diploma
- ITIL v3 Practitioner
- Project Management (e.g. PMP, PRINCEII, etc )

Driver’s license

**Experience**
Desktop support Years(s) 5

Experience in management at a Senior Supervisory capacity including management of human resources in different locations, and who are indirectly managed (dotted line reports) 2Years

**Output 1 Details**
- Manages the deployment, maintenance, upgrade and support in schools’ desktop environments including client hardware, software and networks
- Monitors performance against SLA and escalate/report on non-performance when necessary
- Communicates changes/system issues and addresses queries/problems to ensure stakeholders are informed and channels of communication area kept open

**Output 2 Details**
Software and hardware support and Service Delivery - Responsible for the effective coordination of Desktop Support to school campuses
- Ensures equipment, devices etc required are available on time and at the right location and that processes are in place to ensure users are trained and equipped to use technologies available to them in the delivery of their outputs
- Facilitates change and release management processes
- Compiles and submits Service Delivery reports
- Manages a data driven approach to support, using metrics to measure and optimise support activities ensuring both consistency of service and identifying efficiencies across campuses nationally

**Output 3 Details**
Financial Oversight - Monitors costs related to Desktop Support service delivery and identifies opportunities for cost containment and efficiencies
- Provides input into Desktop Support budget for campuses
- Completes procurement processes (e.g. quotes) timeously and accurately

**Output 4 Details**
Interface with the Schools and Users - Documents and agrees processes and procedures in place (e.g. framework)
- Reduces outstanding SLAs
- Liaises with Service Delivery Managers and School Principals to ensure the role of the Desktop Support Technician is understood and optimally utilised to support and enhance the use of technology on each school campus
- Ensures all problems logged are addressed to resolution
- Works with and co-ordinate all stakeholders to define business and systems requirements for new technology implementations
- Effectively communicates and coordinates tasks and projects with campus Desktop Support staff and impacted stakeholders where necessary

**Output 5 Details**
Human Resource Management - Leads and motivates direct reports to achieve agreed objectives
- Ensures adequate and appropriate human resources are in place to deliver the business objectives
- Sets performance objectives for staff, conducts appraisals and initiates EDWs
- Draws up action plans to address poor performance
- Establishes and keep up to date a succession plan for the team
- Ensures that staff attend regular training to ensure that they meet the requirements for their role and keep up with the maintenance thereof.
- Ensures sufficient capacity and success planning in their area of responsibility.
- Institutes monthly reporting sessions for team leaders to track progress and compliance of systems and work done
- Onboarding and transition to new ways of working for new and existing staff