REQUIREMENTS:

• An appropriate Bachelor’s degree/advanced diploma (NQF level 7) in Computer Science/ Information Technology Management or a related qualification.
• A minimum of three (3) to five (5) years’ relevant work experience of which three (3) years’ experience at Junior Management level supervisory directly involve in managing IT systems engineers who deploy and maintain virtual infrastructure (serves, storage, networks) on the Microsoft Azure platform.

DUTIES:

• Manage all IT Infrastructure in relation to serves, networks, storage, telecoms, data centre, backups, data recovery, connectivity and security to ensure that core systems are available, scalable and secure as per government and department requirements.
• Manage and perform supervisory duties daily for the IT Desktop Support Team and ensuring procedures and processes are adhered to.
• Implement and maintain ICT Cloud and infrastructure operations; maintain and ensure ICT operational procedures and operational tasks are achieved reliably and consistently to ensure high availability of computer in the department. Ensure adequate staffing levels are always maintained within the Desktop Support team.
• Ensure targets outlined by the SLA and KPI’s are achieved. Ensure jobs assigned to the Desktop support group are managed and completed within targets outlined by the SLA. Set procedures and processes in line with standards within the IT Desktop environment.
• To line manage and be responsible for the personal and technical development of the Desktop Support Team, including appraisal and training plans. Quality checking and auditing of work carried out by the Desktop Support Team. To propose document and implement changes to policies or procedures in line with technological advancements.
• Assist in the development, maintenance, implementation and changes to the SLAs. Act as a primary point of contact for escalation from a Desktop Support level in times of major systems outages, supplier issues and conflict resolution with customers.
• Monitor and identify any trends or irregular activities on jobs logged with Desktop Support group that could relate to potential IT issues. Ensure that all request from customers for assistance are handled promptly and effectively and if necessary, escalated to the appropriate level. Develop strategies for maintaining network infrastructure.
• Define hardware and software standards. Manage the development of the maturity levels for improved service delivery. To assist in the technical development and enhancement of customer support systems and Desktop functionally. Install, configure, maintain and upgrade desktop hardware and software applications. Manage LAN and desktop support services and maintenance.
• Provide technical and maintenance support to the examinations systems. Assist Users in choice of appreciate hardware and software-desktop, laptops, PDAs, scanners, printers. Direct, plan, organise and manage operations for stability, availability and integrity of the organisation’s IT LAN Support.
• Manage the delivery of critical support services for day-to-day IT operation, data communications and telecommunication according to the required time frames. Provide regular reports. Develop solutions to technical challenges. Serves as project manager and provides advanced technical guidance to customers and staff.
• Manage the effectiveness of the disaster recovery process and ensure integration with departmental business continuity planning. Supports continual improvement in the Department. Ensure conformance to LAN policies, procedures and standards and training for users on LAN operation.