Service Desk Manager at National Treasury

Qualification/s Requirements

• Grade 12 is required, with a minimum National Diploma (equivalent to NQF level 6) or Bachelor’s degree (equivalent to NQF level 7) in Information Technology;
• Microsoft Certified Professional or Project Management or Microsoft Certified System Engineer or A+ or N+ or TOGAF, VMware (such as vSphere, ESXi, vCenter, Horizon, NSX, etc.) will serve as an added advantage;
• A minimum 4 years’ experience of which 2 years should be at an Assistant Director level or equivalent obtained in Information Technology;
• Knowledge and exposure to the development and implementation of an IT Infrastructure Library environment;
• Knowledge of IT software and hardware development. Vast knowledge of Dell technology; and
• Knowledge and experience in VMWare and disaster recovery technology.

Key Performance Areas

Service and Operations Management: 

• Provide support to the National Treasury in accordance with service level agreements;
• Analyse areas for process and service improvements and implement the ICT Infrastructure Library in alignment with best practices;
• Establish formal processes for regulatory and other industry requirements;
• Implement methodologies to improve call resolutions in the management of customer expectations;
• Assist with the solving of complex hardware, software and procedural problems;
• Oversee the process whereby ICT support calls are fielded, categorised, and allocated for resolution;
• Manage the provision of first line infrastructure and applications support; and
• Review ICT service provider performance and implement remedial actions for improvement. 

Stakeholder Engagement: 

• Engage stakeholders and assess their business requirements pertaining to new features, applications or system;
• Develop and maintain a customer care philosophy for implementation within business;
• Manage stakeholder mapping and prepare communications to stakeholders and respond to stakeholder enquiries; and
• Market the ICT offerings and awareness through the Service Desk. 

Monitoring and Compliance: 

• Analyse service desk performance and compliance statistical methods utilising the Service Desk tools;
• Develop a Strategic Information System Planning (SISP) for the section;
• Production of monthly reporting and tracking of service metrics and their trends;
• Update and implement relevant ICT policies and protocols in compliance with internal procedures;
• Provide detailed, accurate information for internal and external audit purposes within specified deadlines; and 
• Assist in updating the audit and assets register of all equipment allocated to the section. 

Research and Development: 

• Initiate research on the latest technology trends to improve processes and service delivery. 

IT Assets and Infrastructure: 

• Ensure on-going maintenance of entire infrastructure environment (including servers and storage);
• Coordinate periodic ICT asset storage and rotations of ICT assets;
• Update ICT Asset Register and monitor adherence to ICT Asset policies; and
• Execute infrastructure support and maintenance with due consideration for lifetime of assets and the ICT asset policies.