As the Lead: Workplace Support Services you will be responsible for:

Workplace technology operations / workplace IT support services including:

• Effective prioritization of incidents within your team (effective time utilisation)

• Timeous completion of incident / request resolution

• Ensuring high quality standards of IT issue resolution

• Process and policy compliance within your team

• Timeous and appropriate escalation to technology partners

• Follow up on unresolved issues

IT Asset Management (ITAM)

• Asset Identification

• Asset Inventory Management

• Asset Lifecycle Management

• Maintenance and Support

• Security and Risk Management

• Disposal Management

• Documentation Management

Provide expert technical advice regarding technology operations including testing solutions for projects

• Procurement and Vendor engagement

• Timeous procurement and deployment of IT equipment at Campuses

• Quality of IT equipment and solutions for campuses is optimised

• Optimised Costs

• Identify and manage the root causes of recurring IT issues.

• Implement long-term solutions to prevent future incidents.

Systems Management and Monitoring

• Active Directory, Azure Tenant

• User accounts / email accounts created timeously

• Role based access granted

Management:

• Creating and executing IT operational plans

• Monitoring, and corrective action of IT operations

• Reporting and status updates on operations and projects

• Problem solving, decision-making and escalations

Leadership

• Talent acquisition, selection, onboarding and succession bench strength of your team

• Team performance - role clarity and objectives; reviews; feedback; corrective actions,

• Skills development and training

• High-performance, positive and supportive culture and climate

Functional and technical competencies

• Technology operations technical knowledge

• IT Incident Management

• IT Problem Management

• Azure Active Directory

• Access Management in Dynamics365: CE and F&O

• Security remediation using Microsoft Defender 365

Behavioural competencies

• Initiative and responsibility

• People leadership and team management

• Relations and networking

• Effective communication (verbal and written)

• Technical expertise

• Analysis and judgment / problem solving - trouble shooting

• Innovation and change

• Systematic approach (planning and organising)

• Steadiness (emotional tenacity)

Minimum Qualifications:

• Minimum  of an NQF-6 level qualification (National Diploma or Advanced  Certificate) in Information technology, Information Systems or related  field with relevant certifications in CompTIA A+ and N+.

• ITIL certification is highly desirable.

• Project management certification is highly desirable.

Experience:

• At  least 5 years’ experience in Workplace IT Support Services, of which at  least 3 years must have been in a senior / leadership capacity.

• Experience  in using IT Service Desk / Helpdesk systems is required – experience in  using Microsoft Dynamics 365 CE module for Case Management is highly  desirable

• Experience in ITIL IT Service Management is highly desirable.

• Experience in leading IT operations projects.

Job Type: Full-time