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Job Description
ICT Manager (CPT/JHB Onsite)IT – Support ~ IT – Manager
Cape Town – Western Cape – South Africa
Cape Town – Western Cape – South Africa
ENVIRONMENT:
OVERSEE the maintenance of the internal IT infrastructure, across all regions in South Africa and Namibia of a dynamic provider of innovative Software & Systems Solutions as its next ICT Manager. You will lead and manage ICT projects, acting as a point of escalation for all critical ICT issues, consulting with external service providers and vendors offering software, infrastructure, hardware and security solutions. You will be responsible for identifying and introducing new technology solutions while also functioning as the main escalation point for queries concerning the function of current production systems. Finally, the ICT Manager is required to oversee and monitor internal ICT tickets and ensure adherence to SLA. The successful incumbent will require an Advanced Degree/Diploma in IT/CS, or Information Systems, CompTIA A+, N+ and a Management related Diploma/Degree & ITIL Certifications or equivalent service methodology with 7 years+ (2-5 years IT Management experience within an in-house Helpdesk environment).
DUTIES:
Team Leadership and People Management (15%)
- Foster a culture of performance among direct reports through effective management practices including recruitment, performance management, discipline, and development.
- Ensure ongoing staff training and information sharing.
- Ensure presence of appropriate accountability regarding responsibilities of the Systems Support Technicians and Systems Administrator.
- Encourage a sense of responsibility and innovation among team members by delegating and empowering effectively.
- Adhere to internal processes while effectively managing workloads and changes.
Operations and ITC Infrastructure Management (20%)
- Lead, manage and foster execution on routine and strategic ICT assignments and projects.
- Control, manage and delegate ICT maintenance and support queries to ICT team members.
- Effectively assess IT infrastructure across all branches, ensure ongoing improvement and maintenance of existing groundwork.
- Manage and control routine server maintenance ensuring adherence to server maintenance plan and checklist.
- Ensure ICT team remains conversant of modern security protocols.
- Implement and monitor security protocols to protect data and IT systems from cyber threats, including unauthorized access, data breaches, and malware.
- Contribute to strategies to foster Cyber Security amongst internal stakeholders.
- Continually assess the compatibility, vulnerabilities, speed of ICT infrastructure, substantiating and motivating for upgrades where necessary.
- Guarantee optimal network performance and uptime.
- Monitor and maintain network connectivity based on organisational needs.
- Manage vendor relationships and service agreements effectively.
- Develop sandboxes as an ICT training tool allowing trainees to interact with system components, software, or network configurations without the risk of affecting real-world operations.
- Function as the custodian of existing SOPs (Standard Operating Procedures) and participate in the review, testing and updating SOPs and the generation of new SOPs.
- Take responsibility for identifying and introducing new technology solutions.
- Function as the main escalation point for queries concerning the function of current production systems.
- Coordinate the adoption of new technology solutions.
- Contribute to the development of dashboards and data sharing for various departments.
Technical expertise and Service Management (15%)
- Ensure the provision of high-quality technical support services. Implement service management processes to manage incidents, requests, and changes efficiently.
- Function as a point of escalation for internal queries mediating with external vendors to bring queries to resolution.
- Monitor and manage internal ICT ticket flow, ensuring adequate accountability from ICT Support Technicians and Systems Administrators. Remaining cognizant of internal SLA commitments.
- Implement and monitor security protocols to protect data and IT systems from cyber threats, including unauthorized access, data breaches, and malware. Develop and oversee a comprehensive information security program.
- Develop and maintain disaster recovery plans to ensure the rapid restoration of IT services in the event of a disaster. This includes data backup and recovery strategies.
Administration (15%)
- Collaborate with HR/ Talent Acquisition to identify and meet ICT staffing needs by participating in the interview process and completing recruitment requisitions.
- Review invoices related to ICT expenditures, ensuring that they match purchase orders and contracts. Resolve any discrepancies with vendors.
- Routinely review and control logs for entry and exit of the server room.
- Maintain a change management register that document changes to IT systems and infrastructure.
- Conduct regular audits and assessments of IT systems and infrastructure to identify potential issues or areas for improvement. This includes security vulnerabilities, performance bottlenecks, and compliance gaps.
- Regularly update training materials to reflect system upgrades, new features, and changes in procedures. Ensure users are informed of these updates.
- Participate in the vendor selection process by evaluating the technical adequacy of the vendors solutions, including scalability, interoperability, and ease of integration.
ICT Projects and Ticket Flow Reporting (10%)
- Validate daily reports for ticket flow. Track the total number of tickets generated within a specific time to understand demand on your IT support resources.
- Routinely compile static reports regarding ICT Tickets logged.
- Provide regular updates to HOD (Head of Division) regarding Service Now, Sprints and project progress.
Strategic ICT Management (10%)
- Contribute to the formulation of the organisations ICT strategies including hardware, software, networking, and bespoke departmental solutions.
- Contribute to the development and maintenance of a comprehensive Information Security program.
- Contribute to the development and maintenance of a comprehensive Business Continuity plan.
- Identify training needs for ICT staff to ensure they are up to date with the latest technologies and best practices.
- Work with HR to develop training programs and career development plans.
- Routinely review ICT infrastructure and propose improvements and changes in line with industry.
Continuously Development (10%)
- Pursue relevant Certifications like ITIL for IT service management, Prince, Agile for Project Management, or CISSP for Cybersecurity, depending on your area of focus.
- Acquire skillsets related to operational industry standards to effectively guide operations.
- Adopt a mindset of lifelong learning. This can include formal education, such as pursuing an advanced degree, or informal learning paths like reading, peer learning groups, or side projects.
Policies and Procedures (5%)
- Adhere to company policies and procedures code and regulations.
- Conform to the reasonable instructions of any employee in authority over yourself, which i not stipulated in your job description.
- Familiarize yourself with relevant policies and procedures pertaining to the role.
- Demonstrate consistent application of internal procedures.
- Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
- Coach staff on policies and procedures.
- Perform any ad hoc tasks as instructed.
REQUIREMENTS:
Qualifications
- Advanced Degree/Diploma, IT, CS, or Information Systems.
- CompTIA A+, N+ and a Management related Diploma/Degree.
- ITIL (Information Technology Infrastructure Library) Certifications or equivalent service methodology skillsets.
Experience/Skills
- 7 Years+ (2-5 Years IT Management experience within an in-house Helpdesk environment).
- Capability to align ICT strategies with business objectives and adapt to changing business needs.
- Understanding of network infrastructure and data centre management
- Ability to lead and motivate IT teams, manage cross-departmental projects, and develop talent within the organisation.
- Report Writing.
- Remote Diagnostics.
- Remote Support.
- Valid South Africa ID.
ATTRIBUTES:
- Attention to detail.
- Mentoring and coaching.
- Prioritising.
- Initiatives and self-motivation.
- Interpersonal relationships.
- Professionalism.
- Good written and verbal communication skills.
- Good time-management.
- Technical skills.
- Ability to delegate.
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