IT Infrastructure Support Manager

SUMMARY:
A high-growth, performance-driven company in the personal care and toiletries industry operating both in South Africa and internationally is seeking an experienced hands-on IT Support Manager.

This pivotal role is based in Amanzimtoti and requires a dynamic individual to lead and manage a team of external IT support providers, ensuring the smooth and secure operation of the company’s IT infrastructure.

POSITION INFO:
The ideal candidate will have a solid technical support background, strong leadership abilities, and a passion for solving IT challenges. You’ll take ownership of frontline issue resolution, drive performance among support teams, and collaborate with other departments to deliver effective IT solutions.

Responsibilities:
The desired candidate will be required to perform the following which may not be limited to:

• Manage and lead the IT Support service providers
• Oversee the resolution of technical issues
• Ensure the smooth operation of IT services
• Develop and implement IT support policies and procedures
• Monitor system performance and ensure compliance with industry standards
• Ensure the security and integrity of IT systems
• Prepare and present reports on IT support activities
• Implement and manage IT support tools and software
• Conduct regular performance reviews of IT support service providers
• Handle escalated IT support issues
• Plan and execute IT support projects.
• Provide first-line support for laptops, video and web conferences, & file sharing solutions
• IT front desk support
• Install, configure, and troubleshoot hardware and software issues
• Set up and manage wireless networks, ensuring reliable connectivity
• Diagnose and resolve network problems, monitor network performance
• Create, modify, and delete user accounts in Active Directory
• Plan and execute backup strategies to ensure data integrity and availability
• Train employees on IT systems and provide user manuals
• Contribute to IT department knowledge management initiatives
• Support for Syspro upgrade project, working with remote IT staff, including change implementation and testing
• Collaborate with other departments to support overall business objectives
• Ensure seamless integration of IT systems across all departments
• Stay current with emerging technologies and industry trends
• Manage the ERP and other software packages including VIP Payroll System, Uniclox Biometric Access Control System, Pastel etc.
• Must be willing and available to work after hours in emergencies when required.

• Relevant BCom Degree in IT from a reputable institution
• Experience with Syspro (advantageous) or similar ERP system (critical)
• 5 years relevant and proven work experience, preferably within the FMCG sector
• Experience in a managerial role.
• Strong knowledge of IT support processes and best practices.
• Experience with IT support tools and software
• Excellent verbal and written communication skills
• Ability to work in fast-paced and driven company environment