IT Manager - KwaZulu Natal at Inspired Education

ROLE SUMMARY:

• We are looking for a competent IT Manager, who will handle the most difficult or advanced problems, including managing the IT Support Engineers. Our expectation is for this person to be an expert in more relevant IT technician fields and be responsible for research and development of solutions to new or unknown issues. One of the primary functions of this position is to supervise a variety of technical projects related to the setup, maintenance, and support of the School’s IT systems
• Being responsible for IT Operation within the province, inclusive of 2 direct reports.
• Manage caseloads (full escalations and requests for assistance).
• Diagnose and solve technical issues at 3rd Support Level and where needed, escalate to external vendors and to other internal teams.
• Provide technical assistance and troubleshooting support including availability to perform on-call (after working hours) activities.
• Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for production issues, set up environment to reproduce issues and test potential workarounds and develop ad-hoc solutions to address issues as workarounds.
• Ensuring that the IT Infrastructure and Networking services provided (including Hosting, Networks, Back-ups, Patching and Cybersecurity) consistently meet operational and business continuity requirements.
• Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal use, leveraging opportunities for continuing education.

KEY RESPONSIBILITIES:

• Managing effective relationships and communication with main IT stakeholders.
• Work closely with the Regional IT Manager to improve customer satisfaction.
• Work closely with the Regional IT Manager to manage IT OPEX and IT CAPEX for the given schools.
• Analysing tickets and workload for the given schools.
• Handle change management.
• Supervise quality management.
• Organizing training.
• Ensuring service levels are met.
• Working with vendors.
• Open to travel between schools and sites on a weekly basis.
• Organisation Responsibilities
• This position reports to the Regional IT Manager.
• The IT Manager – Kwa-Zulu Natal manages the IT Support Engineers (2 people), including the induction and performance management of team members and the management of sickness/absence and conduct etc.

WHAT WE'RE LOOKING FOR:
Hard skills:

• Educated to degree level
• At least 4 years working experience as IT Manager in a similar environment
• ITIL experience
• In-depth knowledge of the diagnosis, repair & debugging of software & computer systems
• Must have in-depth knowledge LAN/WAN Networking and IT Network Operations experience
• Demonstrate knowledge and understanding of technologies such as personal devices, laptops, tablets, Windows 10/11, macOS, Linux, ChromeOS, iOS, Android operating systems, WiFi, MiFi, Bluetooth, Broadband, network routing, remote access, personal productivity software, terminal emulators, and video conferencing technology.

Soft skills:

• Ability to interface and work with Executive Management in a highly dynamic, demanding, and mobile environment
• Strong technical attitude and a desire to learn and work in a fast paced, dynamic environment
• Ability to balance and prioritize multiple concurrent projects effectively
• Flexibility in work schedule with an ability to be on call to address problems, escalations, and complete projects.