Deputy Director: ICT Support Services REF NO: NWP/OOP/2026/34 at North West Office of the Premier

REQUIREMENTS :

• Three- year appropriate tertiary qualification in Information Technology at NQF level 6 and/or related qualifications (NQF level and credits). 6 years’ experience in ICT services /management at medium to large IT environment of which 3 years should be at Assistant Director Level. ITIL Certificate. Valid Driver’s license. COBIT certification/qualification will be an added advantage.
• Knowledge, Skills and Competencies: Knowledge and understanding of ICT frameworks, government policies and prescripts. Knowledge of analysing statistical data.
• Strong written and verbal communication skills, Problem solving, good customer relations, customer focused, interpersonal skills and emotional intelligence. People management skills, understanding of working with systems, desktop and network support field. Good judgement and decision making. 

DUTIES :

• Management and monitoring of provincial ICT service desk services. Ensure incidents and problem routing, first line support and escalation are done within services targets. Develop and implement a Help Desk Service Strategy and standard operating procedures. Follow ITIL framework and best practices.
• Manage and monitor user account activities. Effective and efficient management, supervision and mentor of the helpdesk team, including interns. Track provincial performance statistics and produce daily, monthly and quarterly reports, coupled with an annual improvement plan.
• Assess need for any system configurations, based on request trends and make recommendations. Communicate ICT service announcements to the clients. Participate in SLA engagements. Implement audit recommendations. Collaborate with other Departments on helpdesk matters.