Field Support Manager at The Shoprite Group of Companies

Job Objectives    
Resource Management

•  Manage and Mentor Technical Team Leads
•  Manage and plan resource allocation
•  Contribute to Service Support Strategic, tactical and operational objectives
•  Manage the usage of company assets used by staff, i.e. vehicles, IT equipment

Project Management

•  Manage Software & Hardware rollouts
•  Manage rollout schedules with business and projects office
•  Manage new site openings, refurbishments and site closures

Manage infrastructure delivery (New & Existing)

•  Liaise with business entities with regards to the delivery of new infrastructure
•  Manage installations of third party services
•  Management of IT equipment Stock assigned for installations
•  Own new store opening infrastructure installation process (end to end)
•  Liaise with Third Party vendors to perform routine maintenance
•  Liaise and schedule appropriate times slots with business to perform maintenance
•  Management and support of infrastructure in Divisional Admin Offices, Regional offices and Distribution Centre and all trading entities

Incident management of enduser and store devices

•  Ensure reported incidents are resolved within agreed Service Level Agreement (SLA)
•  Manage issues and escalations to resolution
•  Draft Incident reports for major incidents

Stakeholder Management

•  Build strong relationships with all relevant business units
•  Managing store opening and refurbishment schedules with business owners
•  Providing IT Management with regular reporting

Vendor Management

•  Driving vendor to achieve set Service Level Agreements
•  Guiding and enforcing vendors compliance with company procedures and standards
•  Manage vendor relationships and performance

Qualifications    

• Essential:
• Matric
• A+ or N+ Certification
• MCSE certification
• Experience    
• Essential:
• IT Field Support (8 + years)
• People Management (5+ Years)
• Stakeholder Management (3 Years)
• Vendor Management (3 Years)
• Project Management (3 Years)

Knowledge and Skills    
Essential:

• Microsoft products i.e.: Windows, Office suite etc.
• TCP/IP Networking  Networks topologies, support and setup thereof
• Rollout Management
• ITIL exposure

Additional requirements:

• Code 8 driver’s license
• Be in possession of a valid passport
• Must be able to travel vast distances and be away from home for periods at a time