Campus IT Manager

7 months ago

City of Tshwane Gauteng, South Africa Zeal HR Full time

**Campus IT Manager**

**INTRODUCTION**:
An exciting opportunity has become available within the ICT Outsourcing Environment, for an On-Site Campus IT Manager. The position is based in Centurion. Our client is a dynamic company dedicated to support client’s ICT business systems.

***

**PURPOSE**:
To provide an Information Technology Support function to Academic staff, Professional and Support staff, and Students on a designated campus. The role reports into the Head of IT and will be the Lead Tech for the site. There is a junior tech, but the role would need to self-manage and run with the day-to-day functions.

**REQUIREMENTS**:

- Industry-specific certification in relevant windows or software
- A+ Certification at minimum, preferably a two-year diploma In ICT or an MSCE
- 1-3 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
- Working in and assisting others through company help desk software, such as Freshdesk in addition to other remote access desktop programs****:

- **Fluent in Afrikaans essential**

**KNOWLEDGE AND SKILLS REQUIRED (WHAT MUST THE JOB HOLDER KNOW AND WHAT MUST THE JOB HOLDER BE ABLE TO DO)**
- Extensive knowledge of Microsoft Office and Windows
- Good Understanding of Microsoft 365
- Good Understanding of network principles: TCP/IP, WIFI, VLANs and Firewalls
- Understanding of ITIL principles

**Skills and Abilities**:

- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Professional interpersonal skills especially when communicating with end-users
- Diligent with a sense of urgency
- Solutions orientated
- Strong troubleshooting and solution finding skills
- ICT documentation
- Excellent technical skills
- Communication skills
- Organized
- Attention to detail

**RESPONSIBILITIES**:
**Service desk management for campus academic staff, professional and support staff, and students**
- Manage the campus service desk function, either directly or via a third-party service provider
- Ensure that all calls are logged, ticketed, allocated correctly, and attended to within an agreed service level time frame
- Report weekly on ticket resolution and address deviations
- Ensure that ticket escalation protocols are adhered to
- Identify repetitive issues and action the appropriate processes to identify and resolve the root causes of these issues
- Escalate unresolved issues and SLA non-compliance as required

**Information technology support to academic staff, professional and support staff, and students**
- Provide general IT support via tickets allocated to all staff and students on campus in respect of:

- IT administrative support including user creation, logins, password resets, system, and software upgrades
- Software support
- Desktop support
- Telephony support
- Technical trouble shooting
- Teams support and integration
- Develop, agree, and implement protocols and service levels for 24/7 support, crisis support and quick response
- Identify IT training needs on campus, source training material and arrange training based on need.

**Network and infrastructure support**
- Provide first level support for network issues on VLAN, Lan and WIFI infrastructure
- Provide first level support on AD, DHCP, server hardware and software

**Teaching and learning - venue and event support**
- Ensure that all venue AV systems are in working order and maintained
- Provide venue and event IT support for venue event audio-visual support as required

**COMPANY IT policy, protocols, and minimum standards**
- Remain informed of all COMPANY IT policy, protocols, and minimum standards
- Monitor adherence to same and address deviations

**Campus IT management, administration, and budget**
- Participate in the management of the Campus as a member of the Campus MANCO and represent the campus in all IT matters
- Compile the campus IT Capex and Opex budgets in collaboration with the Head of Campus and COMPANY IT
- Monitor and report on the campus IT Budget
- Participate as members of the IT GRC Committee including assisting in policy definition; policy compilation; policy implementation and fast tracking

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