IT Operations Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa Ad Talent Africa Full time

Ad Talent Africa is seeking a skilled IT Operations Manager to enhance our team. This role is pivotal in delivering exceptional IT services across our educational institutions.

Position Overview

As part of our commitment to operational excellence, we are reorganizing our IT Operations to ensure a high-quality service delivery. This initiative aims to strengthen our competitive position in the education sector. Our IT teams collaborate internationally, sharing best practices to optimize performance across various locations.

The IT Operations team will operate in a vibrant, fast-paced setting, providing comprehensive support to all users through both onsite and remote channels. Service requests will be managed through a centralized helpdesk system. This role will also involve overseeing significant IT projects within the organization.

We are looking for a proficient IT Operations Manager who can tackle complex challenges and lead a regional team of Level 2 support professionals. The ideal candidate will possess expertise in relevant IT fields and be responsible for developing innovative solutions to emerging issues. A key aspect of this role is to oversee various technical projects related to the implementation, maintenance, and support of our IT systems.

Key Responsibilities:

  • Oversee IT operations within the region, managing two direct reports.
  • Handle case management, including escalations and support requests.
  • Diagnose and resolve technical issues at the third support level, escalating as necessary.
  • Provide technical assistance and remote troubleshooting support, including on-call availability.
  • Identify, investigate, and document defects, ensuring timely resolutions for production issues.
  • Create and review technical documentation for internal and external use.
  • Engage with key IT stakeholders to enhance regional service delivery.
  • Collaborate with the Regional IT Manager to boost customer satisfaction.
  • Manage IT operational and capital expenditures for the region.
  • Analyze service tickets and workload distribution.
  • Facilitate change management processes.
  • Ensure quality management standards are upheld.
  • Organize training sessions for staff.
  • Guarantee service level agreements are met.
  • Coordinate with vendors as necessary.
  • Be open to travel between various sites.

Organizational Structure:

  • This position reports directly to the Regional IT Manager.
  • The IT Operations Manager will supervise the Level 2 Technicians, including their onboarding and performance evaluations.
  • Mentor and inspire the Level 2 Support Technicians.

Qualifications:

  • Technical Skills:
    • Bachelor's degree in a relevant field.
    • A minimum of four years of experience as an IT Manager in a comparable setting.
    • Familiarity with ITIL frameworks.
    • Extensive knowledge in diagnosing, repairing, and troubleshooting software and hardware systems.
    • Proficient in LAN/WAN networking and IT network operations.
    • Comprehensive understanding of various operating systems and technologies.
    • Expertise in Microsoft Office, Adobe, and Google Suite.
    • Experience in network administration and security.
    • Familiarity with server management and web server administration.
    • Experience in team leadership and management.
    • Knowledge of cloud-based solutions.
    • Strong command of English, both written and verbal.
  • Interpersonal Skills:
    • Ability to collaborate with executive management in a dynamic environment.
    • Strong technical mindset with a willingness to learn.
    • Effective prioritization of multiple projects.
    • Flexibility to respond to urgent issues as they arise.
    • Exceptional customer service and analytical skills.
    • Strong problem-solving and decision-making abilities.
    • Attention to detail and ability to work independently.
    • Excellent communication and presentation skills.
  • Additional Experience:
    • Familiarity with Management Information Systems.
    • Experience with CRM systems.
    • Understanding of mobile device management.

The Ideal Candidate:

In this role, you will thrive if you prefer to focus on technical leadership while also engaging in people management within a rapidly growing international organization.

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