Chief Officer: Manager ICTS Technical Support (Post Level 8) at University of the Free State

Duties and responsibilities:

Strategic Alignment                                                                                                      

•     Participate and contribute to the formulation of the ICT Services strategy and intent and contract matters.
•     Fully understand and provide interpretive support to the ICT Services Management Committee on aspects related to the University’s Strategic Plan and departmental goals and associated objectives.

Project and Change Management                                                                               

•     Manage and lead individuals and the division to achieve objectives and goals.
•     Ensure that all business processes and procedures are followed efficiently.
•     Manage and coordinate projects and provide regular feedback.
•     Represent division as a permanent member of the ICTS Operational Change Committee.
•     Analyse new implementations or changes and align technical support services accordingly.

Customer-facing services                                                                                            

•     Manage first and second line support staff including partnerships with day-to-day operations.
•     Ensure adherence to Service Level Agreements (SLA’s) 
•     Analyse trends and do forecasts.
•     Monitor and identify ineffective Standard Operating Procedures (SOP’s) and processes.
•     Prioritise requests, incidents and problems from customer heat map data.
•     Prioritise requests, incidents and problems to ensure business continuity.
•     Prioritise requests, incidents and problems to maintain service standards.
•     Ensure that proper root cause analysis is done to determine the issue.  
•     Manae time schedules for Call Centre agents regarding lunch, Front desk and Student desk.
•     Provide trend analysis reports.    
•     Plan and setup of registration equipment for first year and senior students and arrange support during the registrations period.
•     Manage and provide VIP after-hours support to clients.

Classroom technology and collaboration technologies (AV)                                                                                                  

•     Monitor and ensure existing SLA’s and OLA’s are met.
•     Ensure new AV projects are completed on time and within budget.
•     Manage after hour classroom support call centre.

Operations, People Management and Monitoring                                                     

•     Provide leadership and mentorship to all staff within the business unit. 
•     Promote individual growth through coaching and positive influence.
•     Provide positive influence to ensure high levels of morale and business continuity.
•     Accountable for divisional activities. 
•     Manage the division’s performance through proper monitoring, change and business need analysis.
•     Continuous improvement of operating standards and efficiency through Rationalisation, Simplification and Standardisation in all domains (People, Process, Technology, Data, and Governance).
•     Provide advice and address issues related to individual performance, University policies adherence and any other issues affecting University performance and or reputation.
•     Maintain good professional relationships with internal and external stakeholders.
•     Ensure that ICTS first- and second-line support operates effectively. 
•     Stay current with technologies and advising thereof.
•     Ensure compliance.
•     Ensure policies are adhered to through effective management.
•     Ensure that all contracts with partnerships are fully compliant and adhered to.
•     Effectively monitor and review ICTS call centre SLA’s and processes, work instructions and associated forms.
•     Analyse business needs and alignment of internal processes to adapt accordingly.
•     Serve as ICTS Technical support member/advisor on various committees (Operational Management Committee, Management Committee, Operational Change Committee, Expediting Management Committee and Technology Architecture Review Committee).
   

Inherent Job Requirements:

•     A relevant Bachelor’s degree or an Advanced Diploma/B.Tech degree/Postgraduate Certificate on NQF level 7 OR a relevant 3- year National Diploma on NQF level 6.
•     Three (3) to four (4) years’ relevant working experience related to the duties and responsibilities.

Recommendations:

•     Three (3) to four (4) years’ relevant experience.
•     Honours degree/Postgraduate Diploma on NQF level 8.
•     Experience within the higher education environment.
•     Knowledge of university systems, policies and  procedures.
•     Member of a or registration at a professional body.
•     A valid driver’s licence will be beneficial due to the fact that  it is a remote campus and travel between campuses will be required. It will also be beneficial when training and development initiatives on different sites within our borders are required. If a valid licence cannot be presented at the time of application / appointment, a written undertaking to acquire valid licence within a fixed period of 6 (six) months must be submitted.