Manager: End-user Computing and Service Management

1 month ago

Pretoria, South Africa University of Pretoria Full time

RESPONSIBILITIES:

- Technical support:

- Translate strategic objectives into technical and operational systems and solutions;
- Lead and manage the end-user computing support, IT Helpdesk and endpoint management teams to continually improve the end-user computing environment;
- Manage the end-user computing environment to ensure that IT end-user computing devices and other access devices, are built and maintained to high standards of performance and security;
- Ensure that patching and anti-virus updates are carried out promptly and effectively;
- Interact with the various internal stakeholders to evolve standards for hardware, software and security in the desktop environment;
- Deliver superior endpoint management, ensuring the technology is maintained to high standards, and routinely checked to ensure high levels of availability;
- Service management:

- Maintain high performing service support functions including end-user computing support, IT Helpdesk and endpoint management teams, to continually improve the end-user computing environment and bespoke IT support services;
- Owner of the incident, request, problem and escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required;
- As the owner of the escalation process, the incumbent will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review;
- Performance and quality management:

- Monitor SLA performance for IT users, point of escalation for SLA breaches, establish corrective measures to improve IT service delivery, and provide regular and accurate management reporting on IT service performance;
- Collate and present monthly end-user computing SLA performance reports to ITS management and key campus stakeholders, provide recommendations for service improvement plans, and ensure actions are promptly followed through to completion;
- Interact with internal and third-party teams to ensure actions are taken and completed, to protect and improve services;
- Customer engagement and collaboration:

- Provide a single point of contact and escalation to the campus user community for all ITS services, and build and maintain strong and productive relationships with all relevant stakeholders;
- Promote and champion IT services to the campus IT user community;
- Navigate the ITS structure to seek solutions on behalf of the user, and act as liaison between ITS' technical teams and the service requester;
- Ensure timely, concise and effective communication with campus stakeholders regarding service outages, interruptions and service improvements;
- Collaborate with the Help Desk to provide a seamless IT service to the UP community, and conduct monthly service reviews with individual stakeholders to understand service issues and identify project requirements and potential collaboration opportunities;
- People management:

- Effectively manage all end-user computing staff in delivering a speedy and efficient IT service to UP stakeholders, and ensure that individual performance measures/agreements are in place;
- Coach and mentor staff to achieve agreed performance targets, develop a training and skills development plan for staff, and conduct performance reviews with staff as per the Performance Management Policy;
- Convene regular team meetings with staff, and effectively deliver/manage staff management including recruitment, mentoring, training, target setting and performance assessment;
- Asset and financial management:

- Assist to maintain an updated register of IT assets on all campuses for all teams and assets managed by them;
- Plan, compile, manage and execute the sectional budget;
- Manage the operational budget activities for service(s) within the area of responsibility;
- Provide accurate and timely service activity information to the Deputy Director: IT Strategic Support and Client Services;
- Identify potential and actual risk, ensuring appropriate documentation, reporting and communication; and develop and maintain an end-user computing devices strategy and acquisition;
- Information security management and governance:

- Co-operate in compilation, testing and execution of the Information and Cyber Security environment, as well as the Information Governance and Disaster Recovery controls;
- Documenting and configuration of a secure and reliable endpoint environment;
- Ensure compliance with health and safety policies and procedures to maintain a safe workplace.

MINIMUM REQUIREMENTS:

- An NQF 8 qualification in Information Technology or Computer Science;
- ITIL Foundation Certified;
- COBIT Foundation Certified;
- A total of six years’ experience, of which two years in management, in:

- Supervisory and Management - managing a desktop, helpdesk and IT client services environment;
- Managing, inspiring, engaging and motivating a team and colleagues to achieve excelle

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