Job Description

Business unit, Department, Reporting Business Unit BCX Technology Department Business Technology Enablement Job grade/level M5

Core Description

Oversee the day-to-day operations of the internal IT support team, ensuring efficient, effective, and timely resolution of all IT-related issues across the organization, from providing support for hardware/software to managing escalations and continuous improvement initiatives. Key Deliverables / Primary Functions

Lead and manage a team of IT support specialists/technicians, ensuring optimal team performance and timely resolution of IT support tickets. Manage escalations, working with other teams to resolve complex technical issues. Implement and manage a problem management process to identify and resolve recurring IT issues and provide preventive measures for common IT issues. Monitor service level agreements (SLAs) to ensure that support requests are resolved within established timeframes. Analyse metrics and reports to assess team performance and areas for improvement. Develop and implement best practices for IT support and troubleshooting. Ensure the ongoing maintenance of IT hardware and software, including updates and patches. Maintain accurate records of IT assets, user accounts, and configurations. Document support processes, troubleshooting steps, and solutions for future reference. Manage and keep track of IT support budgets, ensuring cost-effective solutions and maintaining within budget limits. Oversee the procurement and deployment of hardware, software, and IT tools required by the team. Core Functional Skills & Capabilities IT Service Management Infrastructure Technology Technical Report writing Analytical and Problem Solving Impactful Communication Core Behavioural Competencies Job Match Deciding & Initiating Action Leading and supervising Coping with pressures & setbacks Delivering Results & Meeting customer expectations Planning & Organising Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience A minimum of five (5) years' experience in IT within an IT Operations and desktop support environment of which two (2) years is spent leading a team.

OR Seven (7) years working and management experience in IT Operations and desktop support. Certifications CCNA Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 1-5 Level of Engagement Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition Valid Drivers license Willing to travel Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Non-Billable