Manager - Ict (Level 10), Head Office - Bridgetown

An exciting opportunity exists for a suitably qualified IT Manager to join the Information Technology team at our CapeNature head office in Cape Town.

**Key Performance Areas**:
**KRA 1: (50%) Infrastructure and Network Management**
- Manage the IT department, overseeing network operations, IT support services, and ensuring all equipment (PCs, laptops, phones, Wi-Fi) is up to date and functioning efficiently.
- Work with our service providers and other vendors, to monitor system performance and connectivity, to troubleshoot issues, and optimize system resources to ensure high availability and reliability.
- Exhibit a good understanding and experience in working with networking components such as DNS, DHCP, HTTP, IP addresses, LAN/WAN technology, TCP/IP, switches, routers, firewalls, Azure, and Microsoft.
- Manage hardware and software lifecycle, from procurement to retirement.
- Plan and implement infrastructure architecture improvements to optimize system performance.

**KRA 2: (20%) Service Delivery Management**
- Oversee day-to-day IT service delivery to ensure high-quality service is consistently provided.
- Manage Service Desk (Manage Engine Service DeskPlus)
- Provide 1st and 2nd level support to end-users for escalated IT issues when required.
- Prepare and present reports on IT service performance, including service levels, incident response times, and customer satisfaction metrics.
- Oversee relationships with third-party providers, ensuring that service level agreements (SLAs) are met and that vendors deliver high-quality services.
- Leading a team of Helpdesk staff and Infrastructure and Applications Support Engineers.

**KRA 3: (5%) ICT Governance and Security**, to support the Information Security Officer and ICT Governance Officer with:

- Implement and maintain security patches, updates, and configurations in line with best practices.
- Collaborate with colleagues to develop and enforce security policies and procedures.
- Help to develop, implement, and maintain backup strategies and disaster recovery plans to ensure data integrity and system availability.
- Oversee the efficient resolution of incidents, ensuring they are managed within agreed timelines.
- Facilitate root cause analysis for recurring problems and ensure preventative measures are taken.

**KRA 4: (20%) Team Leadership & Development**
- Manage a team of IT professionals (service desk, support technicians)
- Provide leadership, mentorship, and support to ensure high morale and performance.
- Conduct regular performance reviews and identify training and development needs.
- Define the structure and roles necessary for effective technology delivery.
- Establish daily, weekly, monthly process and controls to ensure service delivery.
- Maintain strong vendor management across all ICT needs.
- Ensure IT/ICT integration into all aspects of the business through interpersonal collaboration and communication.
- Develop and implement technical SOPs.

**KRA 5: (5%) Project and Vendor Management**
- Manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and budget.

**Requirements**:

- NQF level 6 or a relevant qualification in Information Technology Systems and Support.
- Certification in A+,
- Certification in N+,
- Microsoft Certified Professional (MCP)
- Microsoft Certified Solutions Associate (MCSA)
- Certificate of Completion for technologies pertaining to: Office 365, Mikrotik, Cisco Meraki, TeamViewer, Back and Recovery and Microsoft Azure.
- a minimum of 3 years’ experience in working with IT service management frameworks
- Windows Servers2008 - 2019
- Minimum of 4 years' experience in providing technical support and issue resolution.
- At least 4 years of technical IT experience, preferably as a Technical Support Engineer
- 3 years team leader/supervisory experience
- 2 years management experience will be preferred.
- Code 8 driver’s licence - occasional travel to remote and rural areas will be required.

**Skills required**:

- Project Management
- Disaster Recovery Planning and backup management
- Office365 Administration
- Service delivery management
- Server and Network Administration
- Technical Support
- Problem-Solving
- Customer service management
- Strong interpersonal, communication and report writing skills
- Excellent time management and prioritisation skills.

**AS A PERMANENT EMPLOYEE OF CAPENATURE, YOU WILL ENJOY**:

- 24 days of annual leave per annual leave cycle;
- A hybrid working system permitting remote work within limitations, where applicable.
- Comprehensive benefits for death, critical illness or injury linked to the Pension Fund for CapeNature employees;
- Staff discounts of up to 50% on CapeNature accommodation at reserves across the Western Cape;
- Free access to CapeNature’s Wellness Partner for you and your immediate household which includes professional counselling, financial, legal and health related advice; and
- The opportunity to positively im