Lead: Workplace Support Services

Eduvos is looking to employ the services of a Lead: Workplace Support Services. The role will be based at our Tyger Valley Campus

Purpose of the role:

To manage a team of Workplace IT Technicians and to lead certain IT projects across multiple Eduvos campuses in the South & Coastal region. The role involves ensuring the efficient operation of IT services, providing 1st and 2nd level IT technical support, and maintaining IT infrastructure to meet the needs of students, faculty and staff. The role will also be responsible for managing team performance, fostering professional development and ensuring high standards of customer service.

Minimum Qualifications:

• Minimum of an NQF-6 level qualification (National Diploma or Advanced Certificate) in Information technology, Information Systems or related field with relevant certifications in CompTIA A+ and N+.
• ITIL certification is highly desirable.
• Project management certification is highly desirable.

As the Lead: Workplace Support Services you will be responsible for :

• Workplace technology operations / workplace IT support services
• Time to complete- achievement of incident / request resolution rate in accordance with SLA
• Quality of issue resolution - 1st issue resolution rate / number of call-backs
• Process and policy compliance
• Timeous and appropriate escalation to internal and external technology partners
• Follow up and monitor unresolved issues
• Effective prioritization of incidents (effective time utilisation)
• % of devices complying with policies

• Academic operations – uptime.

• IT Asset Management (ITAM)

Asset Identification

• Accurately identify and catalogue all IT assets of campuses within the region.
• Assign unique identifiers to each asset (e.g. serial numbers) to facilitate tracking.

Asset Inventory Management

• Maintain a comprehensive inventory of all IT assets, including hardware and software.
• Regularly update the inventory to reflect changes in asset status, location and ownership.

Asset Lifecycle Management

• Manage the entire lifecycle of IT assets (hardware and software) from acquisition to disposal.
• Implement processes for regular maintenance, upgrades, and eventual retirement of assets

Maintenance and Support

• Develop and implement maintenance schedules to keep IT assets in optimal condition.
• Provide support services to address any issues or malfunctions promptly.

Security and Risk Management

• Implement security measures to protect IT assets from unauthorized access and potential threats.
• Conduct regular risk assessments and update security protocols as needed

Disposal Management

• Properly retire and dispose of IT assets that are no longer needed or have reached the end of their lifecycle – incl. monthly revocation and re-assignment of assets (hardware and software) of terminated employees.
• Ensure data sanitization and environmentally responsible disposal practices

Documentation Management

• Maintain accurate and comprehensive documentation for all IT assets, including purchase records, warranties, and maintenance logs.

• Ensure documentation is easily accessible and regularly updated

• Third level issue resolution

• Time to complete- achievement of incident / request resolution rate in accordance with SLA
• Quality of issue resolution - 1st issue resolution rate / number of call-back's
• Process and policy compliance
• Client interaction and professionalism
• Timeous and appropriate escalation to internal and external technology partners
• Follow up and monitor unresolved issues
• Effective prioritization of incidents (effective time utilisation)

• % of devices complying with policies

• Technical expert / advice regarding technology operations including testing solutions for projects

• Quality of advice

• Appropriateness of proposals

• Procurement and Vendor engagement

• Timeous procurement and deployment of IT equipment at Campuses
• Quality of IT equipment and solutions for campuses is optimised
• Optimised Costs
• Identify and manage the root causes of recurring IT issues.

• Implement long-term solutions to prevent future incidents.

• Systems Management and Monitoring

• Active Directory, Azure Tenant
• User accounts / email accounts created timeously
• Role based access granted

• Responsiveness

• Management:

• IT operational plans, objectives and schedules
• IT operational monitoring, control, corrective action
• Reporting (tech related) and status updates

• Escalations / Decisions / Problem solving

• Leadership

• Talent acquisition, selection, onboarding and succession / bench strength
• Team performance - role clarity and objectives; reviews; feedback; corrective actions, Skills development
• Skill levels - training & development
• Culture and climate

Functional and technical competencies

• Technology operations technical knowledge
• IT Incident Management
• IT Problem Management
• Azure Active Directory
• Access Management in Dynamics365: CE and F&O
• Security remediation using Microsoft Defender 365

Behavioural competencies

• Initiative and responsibility
• People leadership and team management
• Relations and networking
• Effective communication (verbal and written)
• Technical expertise
• Analysis and judgment / problem solving - trouble shooting
• Innovation and change
• Systematic approach (planning and organising)
• Steadiness (emotional tenacity)

Employee Benefits:

• A competitive, market-related salary with opportunities to earn incentive performance bonuses

• A supportive, high-performing environment where innovation is encouraged

• A Hybrid remote working model – two days in office / three days working remotely.

• Opportunities for professional growth and development including access to a digital learning platform.

• Subsidised academic studies through Eduvos after a period of employment for staff and dependants.