Manager: ICT Service Desk and End User Support at South African Bureau of Standards (SABS)

Purpose Statement

• To develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the SABS to support strategic objectives and business operations.

Minimum Requirements    
Qualifications

• Diploma + Advanced Diploma / B-Degree in IT, IS, Computer Science or related field (NQF Level 7)
• Information Technology Infrastructure Library (ITIL) Foundation Certification is essential 
• MCSE:  Desktop Infrastructure or Core Infrastructure Certification is advantageous
• CCNA Certification is advantageous

Work Experiance

• 10 years relevant work experience in ICT 
• 3 years managerial experience
• Proven track record in managing an ICT service desk and support environment 

Duties and Responsibilities    
Operational Management

• Contribute towards the development of an operational strategy for the Division and ensure alignment of this strategy with the plan for the ICT Service Desk and End-User Support business unit overall.
• Ensure productivity and efficiency is measured effectively against set objectives and implement improvements where required.
• Manage and ensure the drive of continuous improvement activities.
• Manage the business unit and ensure that it contributes to the achievement of business objectives
• Manage operations effectively to deliver services within timelines and prescribed quality through effective resource management
• Manage the provision of ICT Service Desk and End-User Support services to support the delivery of SABS Strategic objectives.
• Use insights gained through business information to compile reports, and metrics to measure success and inform the business decisions within area of responsibility.

Functional Management

• Manage and ensure an effective customer focused service desk functioning including incidents and call management, telephonic and remote support, end-user training, user access and password management according to standard operating procedures and relevant policies.
• Manage overall effective Technical desktop, laptop and printer support regards to set-up of PC/s, Laptops, Proximas as well as ongoing trouble shooting, installations, rebuilds, patching and remote support
• Ensure overall management of ICT service requests to prevent escalation and customer complaints and meet SLA’s
• Ensure a high level of end user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets.
• Provide sound technical resources and senior escalation points for numerous technologies.
• Create consistent surveying process for customer survey and ticket follow-up, using automated surveys or personal follow-up, ensuring continuous improvements and foster a customer-centric environment.
• Ensure the compilation and provision of updated training material and information for Intranet and other relevant on-line use.
• Maintain an asset register for all ICT assets (hardware and software), in line with procurement and decommissioning control procedures.
• Create a knowledge base and cusrtomer services portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.

Risk and Compliance Management 

• Ensure the mitigation of the business unit’s risk profile through the identification and application of fraud controls and risk prevention principles and implementing of sound governance and compliance processes and tools to identify and manage risks.
• Responsible for the coordination and maintenance of quality risk management in line with relevant standards, Accreditation and regulatory requirements.
• Monitor changes in the legislative and regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.
• Drive the implementation of compliance with policies aimed at strengthening the SABS brand and stakeholder interface.
• Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
• Oversee the maintenance and effective implementation of Service Level Agreements / contracts to minimise business risk and ensure business continuity.
• Implement ICT governance, risk and compliance framework to protect the organisation’s information assets
• Ensure adherence in the team to all relevant laws, policies and Standard Operating Procedures.
• Proactively evaluate related risks against changing trends and market/economic conditions.

Financial Management 

• Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to support the implementation of set objectives.
• Ensure the effective implementation, management, monitoring of the budget, and mitigate and report on any variances.
• Ensure the deployment of proper financial controls to manage the budget.

People Management 

• Proactively manage all direct reports in order to ensure that the strategic objectives for the division are met.
• Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team.
• Maintain an environment where employees respect and adhere to company standards of integrity and ethics by integrating these values into all processes, procedures and practices.
• Manage and lead ICT Service Desk and End-User Support by providing clarity of vision; prioritising resources; facilitating alignment of the team; managing non-performance, driving a customer-centric performance culture, setting appropriate KPA’s and ensure the cascading thereof throughout ICT Service Desk and End-User Support and driving their achievement; inspiring commitment; encouraging mutual support; and enabling development opportunities.
• Implement a learning culture within scope of control.
• Drive performance management in line with the SABS policy within the team, and address performance challenges and develop subordinates to meet the expected performance standards.
• Be the change champion for all ICT Service Desk and End-User Support-wide change, culture and diversity projects and programmes

Stakeholder Management 

• Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
• Build and maintain effective internal and external stakeholder relationships (for example Operations, Accreditation etc.) for the purpose of expectations management, knowledge sharing and integration, and to deliver operational excellence.
• Represent and participate in the organisation’s committees and task teams when required.
• Convene, chair and attend meetings and present performance and business-related information to relevant stakeholders when required.
• Manage and resolve operational enquiries and complaints through timeous resolution and/or escalation as required
• Provide technical support and advocacy on ICT Service Desk related matters to the organisation.
• Ensure the documentation of all stakeholder engagements to ensure continuity for future engagements.

Deadline:4th September,2025