Desktop Support Manager

Pretoria, Gauteng, South Africa

Job Description


Requirements
Education

  • Bachelor's Degree or Diploma in Information Technology, Computer Science or related field preferred
  • ITIL Foundation
  • Microsoft Certified
  • CompTIA Network +
  • CompTIA Security +
Experience
IT Support Experience
  • A minimum of 5 - 8 years' experience in a desktop support, helpdesk or IT Technical Support environment (strong background in troubleshooting of hardware, software and network issues)
Leadership and Management Experience (2 - 5 years)
  • Experience in a supervisory or managerial role within IT support
  • Proven ability to lead a team, delegate tasks, and manage IT operations effectively
IT Service Management & Process Improvement
  • Experience working with ITIL frameworks, Service Level Agreements and incident management
  • Track record of implementing IT support best practices and optimizing support processes
Enterprise IT Environment Experience (Advantageous)
  • Familiarity with enterprise-level IT infrastructure, remote support and cloud-based systems
  • Experience with Active Directory, system administration, IT security policies and software deployment
Technical Knowledge | Competencies
  • Advanced hardware and software troubleshooting skills
  • Expertise in Windows, macOS and Linux operating systems
  • Knowledge of end-user computing technologies including desktops, laptops, printers and mobile devices
  • Familiarity with remote support tools (eg. TeamViewer, AnyDesk, Microsoft Remote Desktop)
  • Understanding of TCP/IP, DNS, DHCP,VPNs and Wifi Networks
  • Ability to troubleshoot network connectivity issues
  • Experience with Active Directory (AD), Group Policy, and user account management
  • Strong knowledge of ITIL frameworks and incident, problem and change management
  • Experience using ITSM tools (eg. ServiceNow, Jira, Freshdes, ManageEngine)
  • Ability to define and manage SLAs and OLAs for IT support services
  • Understand endpoint security, antivirus and patch management
  • Knowledge of software licensing management and compliance
  • Proficiency with Microsoft 365 (Outlook Teams, SharePoint,, OneDrive)
Duties and Responsibilities
Strategic Direction
  • Assist with input into the EUC technology, strategy roadmap, and standards
  • Drive continuous improvement in the environment to ensure improved customer experience, reliability and stability of the environment
  • Improve the Desktop environment b gathering feedback on any IT related challenges on the Desktop and Business Applications environment
  • Ensure alignment to IT Strategy and roadmap
  • Provide technical advice and assistance on deployment of the organisation's standards, procedures and policies to service providers
  • Translate business needs into technical requirements
Operations
  • Provide hands-on technical support to the organisation's users
  • Provisioning and maintenance of a test lab for Microsoft and Application patching and testing
  • Maintain the value of the test environment by testing new images, Microsoft and Application patching and testing before production rollout
  • Elimination of business disruption due to the testing of Microsoft and Application patching and upgrades through the effective utilisation of a test lab environment
  • Assist with the maintenance of infrastructure e.g. Video/Audio etc. in the boardrooms
  • Management of key building related infrastructure including boardroom and training room management; unified comms, including video conferencing; cabling
  • Test boardroom's equipment before board meetings
  • VIP support during board meetings and otherwise as requested on hardware and software
  • Troubleshoot LAN network
  • Assist with setup/configurations of telephony enabled devices
  • Ensure all calls/actions involved are logged in the Service Desk System for reference
  • Implement and maintain a knowledge base for all desktop support issues
  • Only rollout of supported/licensed applications and approved versions of Operating Systems
  • Continuously investigate new Desktop Technologies and tools to alleviate issues
  • Provide quality IT Support to the organisation's users by continuously improving on current process and procedures
  • Assist with the technical testing of newly implemented software and hardware where required, to address business requirements
  • Share approved new processes and procedures with the rest of the Desktop Engineers
  • Act in an advisory capacity for technicians on complex technical issues
  • Compile, contribute to and review the Service Desk/Desktop Engineers knowledge base
  • Knowledge sharing with all team members
  • Adhere to the ITIL processes
  • Adhere to IMACD process (machine provisioning, AD requirements)
IT Project Execution
  • Participate in the execution of projects against project plan where required
  • Assist with the handover of project initiatives to production with the associated support documentation created
  • Provide input to progress reports
People Management
  • Appraise Desktop Engineers performance continuously, provide feedback and escalate to HOD for corrective actions
  • Escalate non-conformance
  • Pulling in resolvers to assist with incident resolution
  • Create a cohesive team culture
Financial Management
  • Identify cost optimization initiatives
Governance and Compliance
  • Ensure that all calls actioned/involved in is logged in the Service desk System for reference
  • Create reports on team performance when required for KPI discussions
  • Security

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Job Detail

  • Job Id
    JD1407739
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Pretoria, Gauteng, South Africa
  • Education
    Not mentioned