IT Manager

SUMMARY:
Fixed Term Contract

POSITION INFO:

Inherent Duties

1. Multi-tasking: Ability to handle multiple tasks at any one time and prioritize effectively.
2. Accuracy: Ability to ensure information, facts and figures are accurate and free from mistakes.
3. Sense of Urgency: Ability to respond as needed within an appropriate timeframe.
4. Problem Solving: Analytical thinker with ability to solve problems and seek support/help when needed.
5. Organization: Ability to organize effectively.
6. Team-Player: Ability to work both within and across teams to ensure work is completed with appropriate input from others.
7. Decision Making: Ability to make decisions on work issues that impact the successful completion of tasks.
8. Focus: Ability to work calmly & effectively under pressure to tight deadlines.
9. Customer Service: focused with demonstrable ‘soft skills and empathy with user’s issues.
10. Delivery: Delivery focused with a commitment to get the job done.
11. Extra Mile: Going above and beyond to exceed staff expectations.

Core Responsibilities:

1. Provide management and guidance for IT support of computer hardware and software, diagnosing and solving issues where appropriate for all users.
2. Provide 2^nd line application support across all business systems, diagnosing and solving basic application issues and routing/escalating where appropriate.
3. Provide 1^st line support in regard to network, MS Azure, MS Exchange, data communication links and other infrastructure services as required.
4. Log and track all incidents and requests on the Helpdesk system, providing regular updates to the respective departments and ensuring SLAs are met and ensure that support staff is adequately doing the same.
5. User admin including Active Directory admin, password resets, network drive mapping any other tasks as required.
6. Work with staff to ensure SLAs are met and a consistent IT service is delivered to the respective departments.
7. Maintain a knowledge base of reoccurring issues & their associated fixes whilst investigating root causes.
8. Carry out daily operational tasks, user administration, housekeeping tasks and system monitoring to ensure the effective operation of IT systems and facilities.
9. Carry out IT installations, implementations, configuration & roll outs & other technical duties as required.
10. Produce and maintain technical and procedural documentation as required.
11. Assist in the IT department with duties of which you will be capable, as and when required.
12. Be a second line of contact at head office for all IT issues and maintain all assets and oversee first line of contact.
13. Develop and implement policies and procedures to support IT software and systems.
14. Serve as primary technical implementation point of contact for the group.
15. Maintaining hardware/software registers

Additional Responsibilities:

1. Develop and train IT staff.
2. Provide training on MS Office to internal and external users.
3. Advise the Chief Information Officer of any planned IT Changes and assist in providing ideas back to the Chief Information Officer of improvements that can be made within the corporate office both through IT Process and new technology. 

Key Performance Indicators:

1. Account create success
2. Account termination success
3. Alert-to-ticket ratio
4. Average Azure availability
5. 3CX (VoIP) availability
6. Email client availability
7. Exchange server availability
8. Network availability - High availability sites
9. Network availability - Standard sites
10. Network manageability index
11. No problem found/duplicate tickets.
12. Percentage of branch office backup success
13. Percentage of switches exceeding 80% utilisation on ports and network traffic.
14. Percentage of security update restarts within maintenance window
15. Phone answer service level
16. Priority 1 and priority 2 network incidents meeting SLA
17. Server growth rate
18. Service desk staff satisfaction - Percentage dissatisfied
19. Service desk tier 1 resolution rate
20. Service desk time to escalate.
21. Service desk time to resolve.
22. Storage utility service availability
23. Storage utility utilization

NB! This job is now closed. You can apply for other jobs by uploading your CV.