Manager Ict Service Desk

4 weeks ago

Pretoria, South Africa H&S Labour Brokers cc Full time

Our client is currently seeking an experienced Manager: ICT End-User Support based in Pretoria.

The main function of this role is to develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the client to support strategic objectives and business operations

**Duties and responsibilities**

**Operational Management**
- Contribute towards the development of an operational strategy for the Division and ensure alignment of this strategy with the plan for the ICT Business Applications business unit overall.
- Ensure productivity and efficiency is measured effectively against set objectives and implement improvements where required.
- Manage and ensure the drive of continuous improvement activities.
- Manage the business unit and ensure that it contributes to the achievement of business objectives

**Functional management**
- Manage and ensure an effective customer focused service desk functioning including incidents and call management, telephonic and remote support, end-user training, user access and password management according to standard operating procedures and relevant policies.
- Manage overall effective Technical desktop, laptop and printer support regards to set-up of PC/s, Laptops, Proximas as well as ongoing trouble shooting, installations, rebuilds, patching and remote support
- Ensure overall management of ICT service requests to prevent escalation and customer complaints and meet SLA’s
- Create a knowledge base and customer service portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.

**Risk and Compliance Management**
- Responsible for the coordination and maintenance of quality risk management in line with relevant standards, Accreditation and regulatory requirements.
- Monitor changes in the legislative and regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.

**Financial Management**
- Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to support the implementation of set objectives

**People Management**
- Proactively manage all direct reports in order to ensure that the strategic objectives for the division are met.
- Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team

**Stakeholder Management**
- Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
- Build and maintain effective internal and external stakeholder relationships (for example Operations, Accreditation etc.) for the purpose of expectations management, knowledge sharing and integration, and to deliver operational excellence

**Minimum Requirements**
- Diploma + Advanced Diploma / B-Degree in IT, IS, Computer Science or related field
- Information Technology Infrastructure Library (ITIL) Foundation Certification is essential
- MCSE: Desktop Infrastructure or Core Infrastructure Certification is essential
- CCNA Certification is advantageous
- 10 years relevant work experience in ICT
- 3 years managerial experience
- Proven track record in managing an ICT service desk and support environment

Full spec will be shared with those that is shortlisted only

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