Key Responsibilities: Team Leadership & Coordination Lead, mentor, and support the four Senior Desktop Support Technicians across all sites (Somerset West, Wellington, Boskop, and Boksburg). Ensure consistent technical standards, processes, and quality of service across all locations. Conduct regular team meetings to review performance, challenges, and upcoming projects. Provide guidance and escalation support to Senior Technicians for complex or high-impact incidents. Monitor workload distribution and ensure SLAs are met through efficient task prioritization. Operational Management Oversee daily IT support operations across all sites to ensure stability and responsiveness. Coordinate and manage desktop deployments, upgrades, and lifecycle management using SCCM. Maintain oversight of service desk operations in Ivanti Service Management, ensuring tickets are tracked, updated, and resolved within agreed timeframes. Ensure all IT support activities follow ITIL-aligned processes (incident, problem, change, and request management). Technical Oversight Provide advanced troubleshooting and resolution assistance for escalated desktop, networking, or AV challenges. Supervise and assist with configuration and maintenance of Cisco and Webex conferencing systems. Support the integration of Microsoft Teams, Webex, and hybrid conferencing solutions across all sites. Maintain oversight of patch management, imaging, and endpoint compliance using SCCM and related tools. Project Management & Implementation Coordinate IT infrastructure and desktop-related projects, including rollouts, upgrades, and relocations. Ensure that all sites align with corporate IT standards during project implementation. Collaborate with the Technical Operations Specialist to plan resource allocation, testing, and deployment schedules. Documentation & Reporting Maintain clear documentation of procedures, configurations, and support standards. Compile and present monthly performance and service delivery reports for all four sites. Track recurring incidents and propose long-term solutions or process improvements. Collaboration & Stakeholder Engagement Serve as the primary liaison between site IT teams and the Technical Operations Specialist. Collaborate with network, infrastructure, and cybersecurity teams to resolve multi-domain issues. Communicate effectively with site management, ensuring they remain informed of IT activities, outages, or upgrades. Continuous Improvement Identify opportunities to enhance operational efficiency and service delivery. Lead or participate in ITIL process improvement initiatives and technology upgrades. Support the professional development of Senior Desktop Support Technicians through mentorship and training. Required Qualifications: Education: A and N (CompTIA) Mandatory ITIL Foundation Certification Preferred Additional certifications in Microsoft, Cisco, or related technologies are advantageous Experience: Minimum 7 years in IT support, with at least 2 years in a supervisory or team lead capacity Proven experience managing geographically distributed IT support teams Strong background in SCCM, Ivanti Service Management, and Windows environments Demonstrated experience with Cisco Webex, MS Teams, and AV/Video Conferencing systems Technical Skills: Expert-level troubleshooting of Windows desktop and laptop environments Strong understanding of AV and conferencing technologies Practical knowledge of SCCM for deployments, imaging, and patch management Familiarity with ITIL service delivery processes Ability to coordinate multi-site IT activities and ensure consistent outcomes Personal Attributes: Leadership: Strong ability to motivate, guide, and develop a distributed technical team Professionalism: Maintains composure and credibility in high-pressure or executive settings Analytical Thinking: Excellent diagnostic and problem-solving skills Communication: Clear, confident communicator across technical and non-technical audiences Accountability: Takes ownership of outcomes and drives results across multiple sites Adaptability: Willing to travel between sites and adjust to changing priorities Additional Requirements: Valid drivers license and reliable transportation Ability to travel between company sites when required Willingness to work overtime or after-hours during major incidents, projects, or executive events Compensation & Benefits: Competitive salary aligned with experience and leadership responsibility Comprehensive medical and retirement benefits Overtime pay or time-off-in-lieu policy for after-hours work Professional development and certification reimbursement opportunities Cell phone allowance
