The IT Service Manager’s role is to ensure the streamlined operation in alignment with the business objectives of the Company. This individual will plan, coordinate, direct, and design IT-related activities of the Company, as well as provide administrative direction and support for daily operational activities.
The person is responsible for ensuring efficient support and advice for all aspects of the day-to-day IT operations of the business. This includes, but is not limited to Network, Server, Software, Access Control, infrastructure. Escalation to ASMSIT on network problems, production of network performance statistics, provision of network diagnostic information, network security, site surveys and repairs in accordance with best practice standards.
Key Responsibilities
Stabilised IT Environment
- Assume the responsibility as the IT Service Manager business unit level.
- Manage repairs and installation of components.
- Testing of the IT environment.
- Asset management on all internal IT assets.
- Procurement management on all internal IT procurement within budget.
- Detect and respond to IT and IT component technical problems.
- Make recommendations on IT components or equipment to improve system performance.
- Act as a subject matter expert for the resolution of technical issues related to the IT infrastructure for the business unit.
- Escalate issues that cannot be resolved to relevant support entities.
Software Asset & Configuration Management
- Approve and plan changes or configuration requirements.
- Attend and participate in group CAB meetings for planned maintenance.
- Monitor process to ensure no unapproved changes are made.
- Identify issues and challenges with software configuration.
- Identify risk areas.
- Conduct quality assurance on work performed.
- Project manage changes.
- Conduct post implementation reviews.
Client Engagement
- Communicate on IT policies and SOPs to all end-users and subsidiaries.
- Provide updates to users on changes to IT policies and processes.
- Elicit requirements and challenges being faced by stakeholders with regards the network routing and switching environment.
- Plan and provide solutions to requirements identified.
- Provide feedback to management with regards implementation and IT strategy.
Education & Experience
- National Diploma in IT/Bachelor’s Degree in Computer Sciences(essential)
- 6 – 7 IT systems experience(essential)
- SLA Management experience(essential)
- Windows Work Station Hardware & application experience
- 2 -3 years’ IT Support Department Management experience(essential)
- Excel Skills(essential)
- Microsoft MCSE or equivalent(ideal)
Desired Skills:
- Service Desk Management
- Service Desk
- User Administration
- Help Desk Support
- Service Level Agreements
- Hardware troubleshooting
Desired Work Experience:
- 2 to 5 years IT Project Administration / Management
Desired Qualification Level:
- Diploma
About The Employer:
Our commitment to our stakeholders is to be the best and most successful distributor in our region. We strive towards this goal by being the most valued channel for our partners and by contributing to the growth and profitability of our shareholders, staff, vendors, channel partners and their customers.