IT Manager

Our client, a global education group, has an exciting opportunity for an IT Manager to join their team in KZN You will work 2 days in Ballito and 3 days in Umhlangha. 

Position Summary

As part of our global standardisation initiative, the client has re-organised their IT Operations department in South Africa to provide a professional and effective IT service. This strategy increases their competitive edge in the private schooling sector. Within the multinational group, their IT departments continually transfer best practice knowledge between their various schools in the different countries.

The South African IT support staff will work in a dynamic, fast-paced environment which provides services to all users both onsite and via remote connection. Service enquiries will go through the Centralised Helpdesk. As part of this Group, this position will also have responsibility for Group IT Projects.

The South African IT Operations team will form a significant part of the Group as a central hub.

We are looking for a competent IT Manager, who will handle the most difficult or advanced problems, including managing the regional Team of L2 support colleagues. Their expectation is for this person to be an expert in more relevant IT technician fields and be responsible for research and development of solutions to new or unknown issues. One of the primary functions of this position is to supervise a variety of technical projects related to the setup, maintenance and support of the schools' IT systems.

Duties of the Technical Support Regional Team Lead include:

• Being responsible for IT Operation within the region, inclusive of 2 direct reports
• Manage caseloads (full escalations and requests for assistance)
• Diagnose and solve technical issues at 3rd Support Level and where needed, escalate to external vendors and to other internal teams
• Provide technical assistance and remote troubleshooting support including availability to perform on-call (after working hours) activities
• Detect, investigate, recreate and raise defects. Track defects through internal systems and turn-around fixes for production issues, set up environment to reproduce issues and test potential work-arounds and develop ad-hoc solutions to address issues as work-arounds
• Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, leverage opportunities for continuing education
• Managing main IT stakeholders in the regions
• Work closely with the Regional IT Manager to improve customer satisfaction
• Managing IT OPEX and IT CAPEX for the given region
• Analysing tickets and work load for the given...
  
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