Ict Service Supervisor

4 weeks ago

Johannesburg, South Africa Pink Elephant Full time

**Primary Purpose of the Role**

The main responsibility is to ensure service excellence in IT Service Supervisory of staff towards incident response, request fulfilment, problem management, process adherence and process improvement in day-to-day IT support activities. A keen sense of proactive engagement to identify and improve areas of repeat incidents towards incident prevention and user satisfaction. Communicating, escalating to management, following up and reporting on day-to-day service activities to keep IT staff fully engaged in the support priorities for the day.

**Main Duties and Responsibilities**

**Operations**
- Daily monitoring and scheduling of work.
- Daily monitoring of aging work and SLA adherence.
- Daily monitoring and continuous improvement of proactive checklists.
- Driving Department/Business/Security policy within the team - Clean Desk, Dress code, Security Policy etc.
- Driving, developing, monitoring department standard operating procedures and processes - Incident management, Request fulfilment, Problem management, Change management, Asset management. Ensuring asset register is up to date and reported to client finance monthly.
- Ensuring service management tool (ServiceNow) is fully understood and capabilities engaged.
- Driving proactive problem solving, monitoring and compliance via Nexthink Digital Experience tool.
- Creation and administration of a standby schedule - Reporting standby allowances to monthly payroll.
- Maintaining adequate staff for in presence support for office schedule
- Ensuring that a high level of service and user satisfaction is maintained. Ensuring that service escalation is attended to from inception to completion
- Technical Escalation point for the relevant team (inland/coastal)
- Knowledge sharing actively assessed and engaged and facilitated through ServiceNow knowledge base. Regular review of engaged knowledge articles by team for immediate updating (maintenance).
- Identification of skills gaps within the team and planning/suggesting/scheduling training both internal and outsourced training
- Ensuring that a VIP service is always available and operating as required for accelerated service delivery.
- Conduct service satisfaction surveys (>30% engagement).
- Human Resource Management - Leave, Absenteeism, Team performance improvement, Engagement monitoring, Misconduct matters.
- Structured meeting attendance and engagement (Agenda’s defined)
- Facilitate weekly team meetings/stand-ups
- National monthly team meeting (Combined inland and coastal staff)
- Daily catchups (non-mandatory for experienced staff but mandatory for all interns nationally)
- Monthly service line meetings (All Service lines - HOD's or Champions)

**Procurement & Asset Management**
- Approve procurement within defined approval level.
- Ensure that all procurement have the necessary motivations, budgetary breakdowns and approvals from the relevant HOD's and recorded into the ICT asset register at delivery, movement, transfer and handover.
- Monitor ICT contingency stock and ensure that stock is always at required availability levels.
- Engage bulk purchase processes jointly with the procurement department. Identifying the correct specification of hardware/software. Identifying the relevant vendors, liaising with HOD's/P&C for relevant quantities, providing procurement proposal inputs where required.
- Ensure that asset disposals SOP's are followed diligently - Data destruction\HDD formatting to factory default, assets disposal lists and certificates filed on ICT library and sent to finance etc.
- Ensure ICT storerooms are maintained in a formal and logical manner. Stock availability records, "in and out registers, loan allocation registers, contingency register etc.
- Ensure safety of all assets. Assets are always locked away in storerooms when not in use and not stored in any other location.
- Ensure access control of storerooms is maintained with only the named nominated person/s to have access.
- Ensure All stolen/damaged assets have the necessary documents i.e., SAPS case numbers and an affidavit.

**Problem Management**
- Monitoring and log incident trends as problems (repeat incident reporting and escalation).
- Document and share workarounds exist for all logged problems.
- Ensure that logged problems are monitored and followed up with relevant technical experts for resolution.
- Weekly Problem Management meeting.
- Facilitate or chair problem resolution meetings.
- Prepare root cause analysis reports and major incident reports in collaboration with ICT management.

**Projects and Reporting**
- Ensure projects are recorded in ITSM, managed, and delivered on time within budget.
- Ensure that as a stakeholder/contributor as part of a project, all tasks/actions are delivered on time within the relevant deadline.
- Monthly reporting on the ITSM landscape/operations, health, SLA, Customer Satisfaction etc.
- Report on problem management progress and list.
- Report on serv

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