IT Support Manager - Cape Town at Faircape Group

Duties will include but are not limited to the following:

Staff Management: 

• Management of all administration of the IT Department 

• Oversee and schedule technicians for installations and site visits 
• Ensure that technicians are following accurate procedures to capture all the relevant information after a site visit
• Monitor stock that gets distributed to the technicians and ensure that only required equipment leaves the department
• Ensure that the technicians are completing regular maintenance on all data rooms and node rooms 
• Overview all reports logged by technicians of the node rooms and ensure that if any faults are reported that it is attended to efficiently
• Manage and ensure that all assigned tasks are completed by the Desktop Support Technician 
• Ensure the timely and efficient delivery of IT support services across the IT department 
• Ensure that all IT equipment is up to date and functioning. (PC’s, laptops, phones, WIFI) .
• Report on any faulty equipment and ordering of new stock when necessary
• Oversee and assist the Client Liaison Managers of Faircom with any administrative tasks
• Provide guidance and task assignment to staff 
• Ensure that staff adhere to standard operating procedures
• Manage the following staff complement:

• 2 Cabling Technicians
• 1 ISP Support Technician
• 1 Desktop Support Technicians
• 2 Client Liaison Managers

Business Unit Support 

•  Analyse the businesses needs presented by users and recommend technical solutions with completion timeline.
• Manage network equipment stock levels and ensure that stock levels are sufficient for the business unit to perform both customer installations or infrastructure upgrades or repairs.
• When required, manage Google Suite and the administration of the components thereof 
• Identify opportunities for improvement in IT support processes and workflows
• Draft, review and implement IT policies and procedures for the organisation
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Administration

• Oversee and manage the sales team in regards to all administrative processes in Faircom together with the Group Admin Manager  

Qualifications

• Grade 12
• Bachelor’s Degree in Information Technology or equivalent advantage

Experience and knowledge

• Proven experience in similar role
• Proven organisational and administration skills.
• Experience in a commercial environment, including developing & implementing effective work processes, procedures and controls
• Project Management: Coordinate administrative aspects of IT projects, ensuring resources are allocated appropriately 

Skills and attributes

• Technical Proficiency: In-depth knowledge of IT systems, networks, and infrastructure
• Ability to troubleshoot complex technical issues.
• Leadership Skills: Strong leadership and management capabilities to guide and motivate the support team. Experience managing a team of up to 8 staff members
• Communication Skills: Excellent communication skills to interact with both technical and non-technical stakeholders. Effective written and verbal communication for documentation and reporting.
• Problem-Solving Skills: Proactive approach to anticipate potential issues and implement preventive measures
• Customer focused: Establish and maintain positive relationships with internal and external clients. 
• Proactive approach 
• Adaptability and Flexibility