Onsite Manager

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
Role Purpose

The Onsite Manager will own & be responsible for the full IT Service Delivery Team enabling support for a full End-User Computing (EUC) spectrum from Desktop Support, Printer Support, QA etc. for the main site and its surrounding remote sites.The manager will at times be required to do site visits to ensure that all I&O services to the sites are maintained. It will be required for a report to be compiled to share findings. The Onsite manager will be responsible for driving the activities till resolution.
Requirements
- Ability to work on and solve technical tickets/problems while managing team productivity, efficiency, and effectiveness.
- Solid attention to detail and the ability to create and document process and procedures.
- Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
- The ability to work within a very demanding environment and handling stress in a positive manner and maintain a high degree of confidentiality.
- Excellent organizational and problem solving skills.
- Ability to handle multiple tasks.
- 4 to 5+ years hands-on/technical knowledge of core Microsoft technologies including but not limited to Windows/Linux Servers, Active Directory, MS SQL and core Network technologies like LAN/WAN, subnets and firewalls.
- A strong understanding and working knowledge of desktop hardware, operating systems and software.
- A good understanding of network systems and protocols as well as server hardware and operating systems.
- A lead, supervisory or management role for 2 - 3+ years in End User Computing with responsibility for full management function from:

- coaching, training & development
- performance review management
- workforce planning & budgets
- disciplinary & conflict
- Strong ITIL exposure
- Experience in capacity planning and management for your teams to meet prioritized deliverables.
- Leading the charge for teams to ensure our organization’s employees are always up-and-running and productive.
- Leading and coaching desktop services teams with a drive for excellence
- Ensuring consistent quality of service in end-user computing at our Centurion campus.
- Hands on, but still drive strong leadership for your teams to meet ITIL standards & output levels.
- Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies
- Excellent analytical skills and attention to detail working as a member of operational and project teams
Duties & Responsibilities
- You will actively manage your team(s) to achieve excellence in End User Support via:

- clear work expectations and targets
- documented performance contracts
- set targets for improvements
- key learning and development
- active growth of capability in your team
- developing a culture of pride, service and delivery
- You will continuously consultant your stakeholders to optimize delivery, meet business changes, trends and redefine best practices.
- You will assist with the design, facilitate & implement the services catalogue, service level agreements and performance metrics for the organization.
- You will assist in the migration to JIRA for improved monitoring & increased productivity, strengthen weaknesses and protect against risk.
- Help define, communicate, implement & monitor Service Level Agreements (SLA's) to your team and business to ensure consistent delivery within timeframes & at appropriate service quality levels to meet client expectations.
- You will engage & manage all vendor agreements in terms of contracts, SLA’s and costs to the benefit of MMI
- Add value and report into End User Support on current SLA’s, interventions, action plans and delivery levels.
- Actively participate in the development of an overall national MMI End User Support strategy.
- Ensure customer satisfaction with services delivered
- Providing input into and maintaining critical operational processes and systems to ensure continuous improvement and to support the business strategy.
- Monitor, Manage and ensure Compliance with company policy, procedure, documented processes and legislation, to avoid financial and/or reputational risk to the organization
- Demonstrate action to optimise resource utilisation and/or cost saving
- To conduct performance contracting including Performance Plan and Personal Development Plan within allocated time frames that will facilitate performance against deliverables. - Facilitate Recruitment process as per Company and/or BU Specific processes.
- To conduct performance reviews and performance appraisals to measure performance and take corrective actions where necessary.
- Ensuring sound leadership and manageme