Head: ICT Support - Cape Town at IIE MSA and IIE Varsity College

Duties and Responsibilities:

Infrastructure Support

• Accountable for Branch ICT infrastructure and ensures infrastructure is able to support teaching and learning
• Coordinates the deployment of systems, servers and infrastructure within the campus. Reduction in SLA targets missed and threatened
• Monitors and oversees ICT security systems and performs periodic tests and checks to ensure that everything is according to requirements.Improves customer satisfaction and perception
• Reduces SLA breaches caused by underpinning contract and/or OLA breachesTechnical escalation point for Senior ICT Support
• Negotiates and establishes Service Level Agreements (SLA’s) with Business and OLA’s with technical staff      

Service Delivery Escalations                                                                         

• Total number and percentage increase in fully documented SLA’s in place
• Oversight and management of Service Desk operations for respective campuses and ensuring the correct assignment, resolution and/or execution of Incidents, Problems, Changes, and Service requests
• Increase in completeness of Service Catalogue versus operational services
• Compilation and submission of fortnightly Service Delivery reports
• Foster and maintain positive rapport and good relationships with business to ensure processes are integrated to support customer Service Level Agreements
• Facilitating change and release management processes
• Financial Supervision
• Reduces costs related to ICT service delivery
• Compiles ICT budget for campus and oversees CAPEX & OPEX spend
• Completes procurement processes (e.g. quotes) timeously and accurately
• Effectively communicates and coordinates tasks and projects with campus ICT staff
• Manages CAPEX applications, Purchase orders, asset management, etc.
• Manage the Interface with the Business and Users
• Documents and agrees processes and procedures in place (e.g. framework)
• Reduces outstanding SLAs
• Attends and reviews minutes of campus operations meetings
• Schedules meetings with campus senior management teams
• Staff Supervision
• Ensures that the campus has the necessary ICT support during operational hours
• Co-ordinates and oversees campus ICT & SICT Support staff activities and engages in short to medium term tactical planning
• Provides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA setting
• Provides mentorship to ICT Supports
• Develops training & succession plan for ICT Supports                                  

Competencies required:                                                                                                         

• Good interpersonal skills
• Computer literacy and systems administration
• Time management and organisational skills
• Initiative and problem solving prowess.
• Strong communication skills
• Ability to cope in a pressured environment

Minimum Education Requirements:

• Minimum of a Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) in A+/N+ /MCSE / MCTIP
• Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in A+/N+ /MCSE / MCTIP are advantageous
• ITIL Foundation Certified is advantageous

Minimun Work Experience Requirements:

• Minimum of 2 - 3 years ICT Support/Service Desk agent.