Ict Support Team Lead

22 hours ago

Johannesburg, South Africa Anova Health Institute NPC Full time

Anova is an NGO that empowers people and changes lives. Good health and quality of life is what motivates us to provide healthcare solutions and support for those who need it most._

**Key duties and responsibilities**:
**Technical support and maintenance of IT strengthening systems**
- Provide technical support and advice to end-users (including Anova staff) on technology and system issues to enable them to fulfil their duties.
- Monitor the use and security of equipment related to the IT systems at and manage the equipment asset register for these non-Anova owned items.
- Maintain equipment and system to ensure the optimum functioning of all equipment and software (can include but not limited to laptops, tablets, scanners, internet browsers and connectivity).
- Attend to any challenges and gaps by liaising with the provincial and Anova Helpdesk for support (e.g., 3rd, party changes made on back end, but which need to be managed by the front end but was not communicated), clarifying the challenge/gap and resolving issue.
- Provide ongoing support and training to ensure optimal and consistent utilisation of the IT system.
- Carry out other appropriate duties, as requested through logged calls, by various requestors (for e.g., 3rd party Senior IT Specialist or Facilities manager or Anova Head of IT)
- Assist in the rectification of issues enabling end users to be able to fulfill their duties.
- Assist the IT Head of IT in the installation and deployment of software over the network, as well as keeping records for all software licenses, ensuring all licensing laws are adhered to.
- Assist in the deployment of devices within the organization, as well as maintaining accurate records of all ICT devices to support the facility.
- Ensure that the organization’s IT equipment allocated to staff is monitored and secure.

**Stakeholder management and reporting**
- Support the planning, adherence to project requirements, reaching of targets and reporting requirements as and when required by various stakeholders in the sub-district by liaising with people at all levels of the health system in the sub-district.
- Attend and participate in all required meetings with the manager, district and/or sub-district (electronic system) monitoring and evaluation team.
- Work closely with key business unit heads to ensure IT systems are implemented and used appropriately in accordance with healthcare facility needs e.g., training.
- Identify risks and issues related to the IT systems and its use, determine mitigation methods to resolve and resolve or channel non-system risks and issues through to the applicable reporting structures for resolution.
- Provide weekly, monthly, quarterly, and ad-hoc reports to relevant stakeholders, as and when required on activities and progress against targets by analysing and interpreting technical information.

**IT Service Delivery Management**
- Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability.
- Implement Best Practices - Research and implement best practices in help desk and IT support and ensures that policies and procedures are followed.
- Facilitate Meetings - Ensures that teams are improving performance and service quality and use information gathered at these meetings to target areas that need improvement.
- Ensure Teams Are Trained and that team members are familiar with IT service delivery processes and best practices.
- Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customers.
- Review all technical support-related processes and documentation for continuous improvement.

**People management**
- Assigning tasks and projects to employees according to their strengths and weaknesses.
- Oversee the daily activities of IT Support Engineers to ensure continuous accessibility and use of the IT systems being supported and high standards of service to meet requirements.
- Keep abreast of changes or advancements in strengthening IT systems to ensure the team has all the latest information on the system.
- Supervise a team of IT Support Engineers and provide direction and mentorship in technical support and service delivery in line with policies, procedures, and standards by:

- Partnering with HR on recruitment and induction of new team members.
- Managing the performance review process.
- Identifying training needs or staff support needs and ensuring that such training or support is provided.
- Mentoring coaching, and guiding IT Support Engineers by facilitating regular meetings.
- Skills transfer and capacity building of IT Support Engineers.

**Any other tasks as agreed with line manager.**

**Minimum qualifications and experience**:

- Diploma in Information Systems/Technology, and
- At least 3-4 years’ experience in Information Systems/Technology as a Snr IT Engineer/ with supervisory experien

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