Ict Manager

**JOB PURPOSE**

The ICT Manager is tasked with managing the ICT Systems, Administrator, and ICT Technical support team. Moreover, the ICT Manger is responsible for overseeing the maintenance of the internal IT infrastructure, across all regions in South Africa and Namibia. The ICT Manager is tasked with leading and managing ICT projects, acting as a point of escalation for all critical ICT issues, consulting with external service providers and vendors offering software, infrastructure, hardware and security solutions. Moreover, the ICT Manager is responsible for identifying and introducing new technology solutions. In addition, the ICT Manager functions as the main escalation point for queries concerning the function of current production systems. Finally, the ICT Manager is required to oversee and monitor internal ICT tickets and ensure adherence to SLA.

**KEY RESPONSIBILITIES**

TEAM LEADERSHIP AND PEOPLE MANAGEMENT (15%)
- Foster a culture of performance among direct reports through effective management practices including recruitment, performance management, discipline, and development.
- Ensure ongoing staff training and information sharing.
- Ensure presence of appropriate accountability regarding responsibilities of the Systems Support Technicians and Systems Administrator.
- Encourage a sense of responsibility and innovation among team members by delegating and empowering effectively.
- Adhere to internal processes while effectively managing workloads and changes.

OPERATIONS AND ICT INFRASTRUCTURE MANAGEMENT (20%)
- Lead, manage and foster execution on routine and strategic ICT assignments and projects.
- Control, manage and delegate ICT maintenance and support queries to ICT team members.
- Effectively assess IT infrastructure across all branches, ensure ongoing improvement and maintenance of existing groundwork.
- Manage and control routine server maintenance ensuring adherence to server maintenance plan and checklist.
- Ensure ICT team remains conversant of modern security protocols.
- Implement and monitor security protocols to protect data and IT systems from cyber threats, including unauthorized access, data breaches, and malware.
- Contribute to strategies to foster cyber security amongst internal stakeholders.
- Continually assess the compatibility, vulnerabilities, speed of ICT infrastructure, substantiating and motivating for upgrades where necessary.
- Guarantee optimal network performance and uptime.
- Monitor and maintain network connectivity based on organisational needs.
- Manage vendor relationships and service agreements effectively.
- Develop sandboxes as an ICT training tool allowing trainees to interact with system components, software, or network configurations without the risk of affecting real-world operations.
- Function as the custodian of existing SOPs (Standard Operating Procedures) and participate in the review, testing and updating SOPs and the generation of new SOPs.
- Take responsibility for identifying and introducing new technology solutions.
- Function as the main escalation point for queries concerning the function of current production systems.
- Coordinate the adoption of new technology solutions.
- Contribute to the development of dashboards and data sharing for various departments.

TECHNICAL EXPERTISE AND SERVICE MANAGEMENT (15%)
- Ensure the provision of high-quality technical support services. Implement service management processes to manage incidents, requests, and changes efficiently.
- Function as a point of escalation for internal queries mediating with external vendors to bring queries to resolution.
- Monitor and manage internal ICT ticket flow, ensuring adequate accountability from ICT Support Technicians and Systems Administrators. Remaining cognizant of internal SLA commitments.
- Implement and monitor security protocols to protect data and IT systems from cyber threats, including unauthorized access, data breaches, and malware. Develop and oversee a comprehensive information security program.
- Develop and maintain disaster recovery plans to ensure the rapid restoration of IT services in the event of a disaster. This includes data backup and recovery strategies.

ADMINISTRATION (15%)
- Collaborate with HR/ Talent Acquisition to identify and meet ICT staffing needs by participating in the interview process and completing recruitment requisitions.
- Review invoices related to ICT expenditures, ensuring that they match purchase orders and contracts. Resolve any discrepancies with vendors.
- Routinely review and control logs for entry and exit of the server room.
- Maintain a change management register that document changes to IT systems and infrastructure.
- Conduct regular audits and assessments of IT systems and infrastructure to identify potential issues or areas for improvement. This includes security vulnerabilities, performance bottlenecks, and compliance gaps.
- Regularly update training materials to reflect system upgrades, new features, an