ICT Manager - Desktop Services

ICT Manager - Desktop Services - JhbFull job descriptionProvides technical management and direction to a team of Desktop Support Technicians located in schools across the country (35 as at 2023), working with and through Service Delivery Managers responsible for a range of services to the schools in their portfolio.Responsible for maintaining high end-user customer/user support. Has strong problem-solving and logical analysis skills, as well as substantial technical background. Co-ordinates user support issues to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity. Develops reporting measures for desktop support. Develops IT end-user support procedures and trains/guides staff in their use, including total enquiry resolution process. Establishes flexible processes and ongoing training to desktop support staff to quickly incorporate changes/updates/new releases to existing software and hardware. Maintains high degree of contact with users to respond quickly to their changing needs.Has contact with vendors as necessary to ensure proper documentation and training is available to desktop support staff. Plays a strategic role in communicating changes in processes and procedures to end users. Works with technical specialists to provide and support business information systems, data communications, computer networks, and telecommunications.Education (Formal Qualification required)MinimumICT DiplomaITIL v3 PractitionerProject Management (e.g. PMP, PRINCEII, etc…)Driver’s licenseExperienceDesktop support Years(s) 5Experience in management at a Senior Supervisory capacity including management of human resources in different locations, and who are indirectly managed (dotted line reports) 2YearsOutput 1 DetailsDesktop Support Management • Co-ordinates the provision of desktop support to ADvTECH schools nationally to enable optimal functionality and access to applications and systemsManages the deployment, maintenance, upgrade and support in schools’ desktop environments including client hardware, software and networksMonitors and oversees Desktop applications/ systems and perform periodic tests and checks to ensure that everything is according to requirementsMonitors performance against SLA and escalate/report on non-performance when necessaryCommunicates changes/system issues and addresses queries/problems to ensure stakeholders are informed and channels of communication area kept openOutput 2 DetailsSoftware and hardware support and Service Delivery • Responsible for the effective coordination of Desktop Support to school campusesEnsures equipment, devices etc required are available on time and at the right location and that processes are in place to ensure users are trained and equipped to use technologies available to them in the delivery of their outputsFacilitates change and release management processesCompiles and submits Service Delivery reportsManages a data driven approach to support, using metrics to measure and optimise support activities ensuring both consistency of service and identifying efficiencies across campuses nationallyOutput 3 DetailsFinancial Oversight • Monitors costs related to Desktop Support service delivery and identifies opportunities for cost containment and efficienciesProvides input into Desktop Support budget for campusesCompletes procurement processes (e.g. quotes) timeously and accuratelyOutput 4 DetailsInterface with the Schools and Users • Documents and agrees processes and procedures in place (e.g. framework)Reduces outstanding SLAsLiaises with Service Delivery Managers and School Principals to ensure the role of the Desktop Support Technician is understood and optimally utilised to support and enhance the use of technology on each school campusEnsures all problems logged are addressed to resolutionWorks with and co-ordinate all stakeholders to define business and systems requirements for new technology implementationsEffectively communicates and coordinates tasks and projects with campus Desktop Support staff and impacted stakeholders where necessaryOutput 5 DetailsHuman Resource Management • Leads and motivates direct reports to achieve agreed objectivesEnsures adequate and appropriate human resources are in place to deliver the business objectivesSets performance objectives for staff, conducts appraisals and initiates EDWsDraws up action plans to address poor performanceEstablishes and keep up to date a succession plan for the teamEnsures that staff attend regular training to ensure that they meet the requirements for their role and keep up with the maintenance thereof.Ensures sufficient capacity and success planning in their area of responsibility.Institutes monthly reporting sessions for team leaders to track progress and compliance of systems and work doneOnboarding and transition to new ways of working for new and existing staff