Head: IT Support

2 days ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte

Leadership and Management
- Overseeing and managing the ICT operational staff, including IT support technicians and other support staff.
- Providing direction and leadership to the IT support technicians.
- Responsible for allocation of tasks to team members, assisting with advanced troubleshooting and ensuring that repairs are undertaken in accordance with organisational policy and standards.
- Preparing progress reports for all work performed.
- Conducting regular performance evaluations and providing professional development opportunities.

Project Management
- Managing IT related projects from inception to completion, including resource allocation, timeline management, and budget oversight.
- Collaborating with cross-functional teams to ensure successful project outcomes.
- Developing detailed project plans, including milestones, deliverables, and risk management strategies.
- Monitoring and reporting on project progress to senior management.

Business Analysis and Process Improvement
- Conducting business analysis to identify strengths, weaknesses, and opportunities for improvement.
- Leading process improvement initiatives to enhance efficiency and effectiveness.
- Facilitating workshops and training sessions to support process improvement initiatives.

ICT Operations Management
- Overseeing daily ICT operations, ensuring optimal performance and reliability of systems and infrastructure.
- Managing technical support and troubleshooting activities for ICT-related issues.
- Ensuring proper maintenance, upgrades, and security of ICT systems.
- Coordinating with vendors and external partners for procurement and maintenance of ICT equipment.

User Interaction and Support
- Managing end-user support services, ensuring timely resolution of issues.
- Overseeing the development of user guides and training materials.
- Monitoring user satisfaction and implementing improvements based on feedback.

Stakeholder Management
- Engaging with stakeholders to understand their needs and expectations.
- Maintaining effective communication with stakeholders throughout project lifecycles.
- Managing stakeholder expectations and providing regular updates on project status and outcomes.
- Facilitating collaboration between departments to support goals.

Job Requirements/Pos Vereistes
- Bachelor's degree in information technology with up to three years' experience in a similar role or a related field, **OR** equivalent relevant certifications and/or recognition of prior learning, along with up to three years¿ experience in a similar function, where the incumbent has gained the required knowledge to support IT infrastructure.
- Professional knowledge of theory and techniques in a specialised field, or knowledge of several fields acquired through tertiary education and /or considerable experience.

Recommendation/Aanbeveling

Certifications in the following:

- ITIL/COBIT/TOGAF/Prince II;
- SQL certification;
- Microsoft certifications;
- Linux certification (i.e. Linux Intro/Server);
- Azure Cloud certification.

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