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Lead: Workplace Support Services

2 weeks ago

Cape Town, South Africa Mlima Group Full time

**Purpose of the Role**

To lead and manage a team of Workplace IT Technicians while driving IT service excellence across multiple Eduvos campuses in the South & Coastal region. This includes providing 1st and 2nd level IT support, ensuring infrastructure efficiency, delivering technology projects, and maintaining high standards of customer service and asset management.

**Key Responsibilities**

**1. IT Support & Operations**
- Ensure timely resolution of incidents and service requests per SLA.
- Maintain high 1st-time resolution rate and customer satisfaction.
- Monitor compliance with IT processes and escalate issues where necessary.
- Ensure all devices comply with company security and usage policies.

**2. IT Asset Management**
- Oversee accurate identification, tracking, and maintenance of IT assets.
- Manage lifecycle from acquisition to disposal (including data sanitization).
- Maintain updated documentation for all assets and ensure policy compliance.

**3. Technical Expertise & Issue Resolution**
- Provide 3rd-level support on hardware, software, network, and servers.
- Act as the technical lead in implementing and testing solutions.
- Maintain and monitor systems such as Active Directory and Azure Tenant.

**4. Project Management & Procurement**
- Lead regional technology operations projects across scope, time, and cost.
- Endorse and manage procurement of IT equipment and services.
- Ensure high-quality IT solutions are deployed at optimal cost.

**5. Reporting & Monitoring**
- Provide accurate, timely reports on IT operations and asset status.
- Monitor KPIs and investigate deviations from expected performance.
- Align operations with academic and campus goals.

**6. Leadership & People Management**
- Oversee recruitment, onboarding, and succession planning for IT staff.
- Conduct regular performance reviews and manage development plans.
- Foster a culture of learning, growth, accountability, and collaboration.

**7. Stakeholder Engagement**
- Maintain strong relationships with internal users and external vendors.
- Collaborate with other departments and support their deliverables.
- Communicate expectations and progress clearly and consistently.

**Required Qualifications**
- Minimum: NQF Level 6 qualification in IT, Information Systems, or related field.
- Certifications: CompTIA A+, N+ (required); ITIL and Project Management (highly desirable).

**Experience**
- Minimum 5 years in Workplace IT Support Services.
- At least 3 years in a leadership/senior capacity.
- Experience with ITIL service management, Microsoft Dynamics 365 CE, and IT service desk tools is advantageous.

**Core Competencies**

**Technical**:

- IT Incident & Problem Management
- Azure Active Directory
- Microsoft Defender 365
- Access Management (Dynamics 365 CE and F&O)

**Behavioral**:

- Initiative & accountability
- People leadership & development
- Strong interpersonal and communication skills
- Analytical thinking and problem-solving
- Innovation and adaptability
- Emotional resilience

**Work Conditions**
- Based at Tyger Valley Campus with travel across the South & Coastal region.
- Flexibility to work evenings/weekends during peak periods (e.g. registrations, events).

**Job Types**: Full-time, Permanent

Work Location: In person