Manager ICT Service Desk & End-User Support, Pretoria

Our client is currently seeking an experienced Manager: ICT End-User Support based in Pretoria.

The main function of this role is to develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the client to support strategic objectives and business operations

Duties and responsibilities

Operational Management

• Contribute towards the development of an operational strategy for the Division and ensure alignment of this strategy with the plan for the ICT Business Applications business unit overall.
• Ensure productivity and efficiency is measured effectively against set objectives and implement improvements where required.
• Manage and ensure the drive of continuous improvement activities.
• Manage the business unit and ensure that it contributes to the achievement of business objectives

Functional management

• Manage and ensure an effective customer focused service desk functioning including incidents and call management, telephonic and remote support, end-user training, user access and password management according to standard operating procedures and relevant policies.
• Manage overall effective Technical desktop, laptop and printer support regards to set-up of PC/s, Laptops, Proximas as well as ongoing trouble shooting, installations, rebuilds, patching and remote support
• Ensure overall management of ICT service requests to prevent escalation and customer complaints and meet SLA's
• Create a knowledge base and customer service portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.

Risk and Compliance Management

• Ensure the mitigation of the business unit's risk profile through the identification and application of fraud controls and risk prevention principles and implementing of sound governance and compliance processes and tools to identify and manage risks.
• Responsible for the coordination and maintenance of quality risk management in line with relevant standards, Accreditation and regulatory requirements.
• Monitor changes in the legislative and regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.

Financial Management

• Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to support the implementation of set objectives

People Management

• Proactively manage all direct reports in order to ensure that the strategic objectives for the division are met.
• Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team

Stakeholder Management

• Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
• Build and maintain effective internal and external stakeholder relationships (for example Operations, Accreditation etc.) for the purpose of expectations management, knowledge sharing and integration, and to deliver operational excellence

Minimum Requirements

• Diploma + Advanced Diploma / B-Degree in IT, IS, Computer Science or related field
• Information Technology Infrastructure Library (ITIL) Foundation Certification is essential
• MCSE: Desktop Infrastructure or Core Infrastructure Certification is essential
• CCNA Certification is advantageous
• 10 years relevant work experience in ICT
• 3 years managerial experience
• Proven track record in managing an ICT service desk and support environment

Should you meet the above requirements, please upload your CV onto our website . [DUE TO THE POPI ACT - CV'S VIA EMAIL WILL NOT BE CONSIDERED]

Shortlisted candidates will be required to go through background screening.

Full spec will be shared with those that is shortlisted only

Should you not hear from us within 2 weeks, please consider your application unsuccessful.