The successful incumbent will report to the Manager : ICT Infrastructure.
POSITION INFO : Main Purpose :
Main Purpose :
The incumbent is responsible for providing direct leadership to the department in the achievement of set objectives and targets.
The main purpose of the job is to lead and motivate a team of Help Desk and technical team to deliver excellent technical / non-technical support with outstanding customer service, satisfaction and timeliness.
Minimum Requirements :
A 3 Year Diploma OR Degree in Information Technology.
5+ years experience in IT Helpdesk or IT Call Centre management.
5 Years management and people leadership experience.
Budget management is also key.
Exposure in the financial services industry will be advantageous.
Dties will entail (but not limited) :
Implementation of the IT Client Service Strategy.
Define the objectives and outputs for IT Client Services in accordance with the IT Client Services strategy and business plan.
Compile a comprehensive budget to determine and ensure that the financial requirements can be met.
Create and maintain a climate conducive to performance to ensure that IT Client Services delivers against objectives.
Monitor and measure the IT Client Services performance in accordance with the metrics agreed upon in agreements.
Optimise service delivery through adherence to agreed standards.
Develop the appropriate Service Level Agreements and manage service delivery accordingly.
Ensure all requests from business are handled professionally, timeously and in line with budget to ensure customer satisfaction
Ensure that % of invoices are captured on the financial system and relevant documentation on suppliers and purchases is % up to date and available.
Attend system related meetings when required for input and advice purposes and provide feedback to manager and team .
Manage % of items of the budget, ensure that items purchased are aligned to items on the budget and recorded estimate vs actual.