Head: IT Support

2 weeks ago

Sandton, South Africa IIE MSA and IIE Varsity College Full time

**Direct Reporting Line**:
Campus Head

**Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education (CHE).

**The IIE Varsity College, Sandton Campus**
**has a vacancy for a Head: IT Support.**

**Duties and Responsibilities**:
**Infrastructure Support**
- Accountable for Branch ICT infrastructure and ensures infrastructure is able to support teaching and learning.
- Coordinates the deployment of systems, servers and infrastructure within the campus reduction in SLA targets missed and threatened.
- Monitors and oversees ICT security systems and performs periodic tests and checks to ensure that everything is according to requirements. Improves customer satisfaction and perception.
- Reduces SLA breaches caused by underpinning contract and/or OLA breaches Technical escalation point for Senior ICT Support.
- Negotiates and establishes Service Level Agreements (SLA’s) with Business and OLA’s with technical staff.
- Total number and percentage increase in fully documented SLA’s in place.

**Service Delivery Escalations**
- Total number and percentage increase in fully documented SLA’s in place.
- Oversight and management of Service Desk operations for respective campuses and ensuring the correct assignment, resolution and/or execution of Incidents, Problems, Changes, and Service requests.
- Increase in completeness of Service Catalogue versus operational services.
- Compilation and submission of fortnightly Service Delivery reports.
- Foster and maintain positive rapport and good relationships with business to ensure processes are integrated to support customer Service Level Agreements.
- Facilitating change and release management processes.

**Financial Supervision**
- Reduces costs related to ICT service delivery.
- Compiles ICT budget for campus and oversees CAPEX & OPEX spend.
- Completes procurement processes (e.g. quotes) timeously and accurately.
- Effectively communicates and coordinates tasks and projects with campus ICT staff.

**Manage the Interface with the Business and Users**
- Documents and agreed processes and procedures in place (e.g. framework)
- Reduces outstanding SLAs.
- Attends and reviews minutes of campus operations meetings.
- Schedules meetings with campus senior management teams.

**Staff Supervision**
- Ensures that the campus has the necessary ICT support during operational hours.
- Co-ordinates and oversees campus ICT & SICT Support staff activities and engages in short to medium term tactical planning.
- Provides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting.
- Provides mentorship to ICT Supports.
- Develops training & succession plan for ICT Supports.

**Competencies required**:

- Good interpersonal & communication skills
- Computer literacy and systems administration
- Time management and organisational skills
- Initiative and problem solving prowess
- Leadership

**Minimum Qualification Requirements**:

- Minimum of a 3 Year IT Diploma / ITIL Foundation / Industry qualification MCSE / CCNA
Project Management Qualification / ITIL Practitioner / Undergraduate ICT or Business degree, advantageous.

**Minimum Work Experience Requirements**:

- Minimum of 2 - 3 years experience in management at a Senior Supervisory capacity.

**Special Requirement**:

- Driver's License, and must be willing and able to work the required ICT shift structure working hours.

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