IT Support Manager
3 weeks ago
To lead a technical support team within the Finbond IT function. The role reports to the CBO, and the incumbent will lead a Helpdesk Support team.
The objective of the role is to lead the team in providing support to the relevant live systems, ensuring rapid resolution to incidents and providing leadership in achieving ongoing improvements in systems stability.
Key Responsibilities/Accountabilities
Support Team
- Oversee actions and responsibilities for the Support Team
- Compile and update training manuals, flowcharts and procedures
- Analyse incident call data on a weekly and monthly basis and submit to senior management
- Assist Head of IT with new initiative research and implementation
Vendor
- Manage vendor relationships and vendor score cards
- Arrange and attend Vendor meetings on a monthly basis
- Assist with Vendor invoicing queries
Assets
- Oversee actions and responsibilities of the Asset Administrator
- Ensure all write off, movements and purchases are submitted correctly
- Report any unauthorized and misuse of company assets
- Liaise with Technicians on Asset transfers
- Load and approve invoices on Fraxion
Manage Engine Ticketing service
- Administrative duties on Manage Engine including:
- Registering new users
- Adding and Removing Categories and Sub-Categories
- Create reporting as requested
- Ensure Purchase Orders are managed correctly
- Personalizing the system as requested by Business
- Ensure systems down time is kept to a minimum
General
- Involved in the internal and external audit processes
- Review IT expenses and budget
- Collaborate with the Project Office on all new IT initiatives
- Cooperate with technical team and share information across the organisation
- Comprehend end user requirements and make appropriate recommendations
- Build positive relationships with end users
- Follow all company’s filed procedures and protocols
- Manage time effectively
- Additional duties as required
**Qualifications**:
Relevant technical / IT degree, diploma or industry qualification
**Experience**:
- At least 5 years (within the last 10) in a similar role in a financial services or large corporate environment
- At least 5 years (within the last 10) managing a team of 5 or more people in an operational, corporate IT environment (or similar)
**Knowledge and Skills**:
System support experience in a large / corporate IT environment
**Additional Requirements**:
Operational experience in a corporate channel (eg Internet banking) environment
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