Manager – ICT (level 10), Head office – Bridgetown (R711 523 – R981 755)*
Bursary Description
Reporting to the General Manager: Shared Services, the core purpose of the Manager: ICT is to oversee the day-to-day operations of the IT department, ensuring the smooth functioning of all systems and processes. The successful candidate will be responsible for managing a team as well as coordinating with other departments and vendors to meet business objectives and implementing best practices to optimize efficiency. As part of a small team there will also be a requirement to be hands-on, supporting business colleagues and helping to manage endpoints and other infrastructure.
Key Performance Areas:
KRA 1: (50%) Infrastructure and Network Management
- Manage the IT department, overseeing network operations, IT support services, and ensuring all equipment (PCs, laptops, phones, Wi-Fi) is up to date and functioning efficiently.
- Work with our service providers and other vendors, to monitor system performance and connectivity, to troubleshoot issues, and optimize system resources to ensure high availability and reliability.
- Manage key business systems and software (e.g., various SAGE applications, Microsoft 365, Azure, Mimecast and Veaam) to support various departments and enhance productivity.
- Exhibit a good understanding and experience in working with networking components such as DNS, DHCP, HTTP, IP addresses, LAN/WAN technology, TCP/IP, switches, routers, firewalls, Azure, and Microsoft.
- Manage hardware and software lifecycle, from procurement to retirement.
- Plan and implement infrastructure architecture improvements to optimize system performance.
KRA 2: (20%) Service Delivery Management
- Oversee day-to-day IT service delivery to ensure high-quality service is consistently provided.
- Manage Service Desk (Manage Engine Service DeskPlus)
- Provide 1st and 2nd level support to end-users for escalated IT issues when required.
- Prepare and present reports on IT service performance, including service levels, incident response times, and customer satisfaction metrics.
- Oversee relationships with third-party providers, ensuring that service level agreements (SLAs) are met and that vendors deliver high-quality services.
- Leading a team of Helpdesk staff and Infrastructure and Applications Support Engineers.
KRA 3: (5%) ICT Governance and Security, to support the Information Security Officer and ICT Governance Officer with:
- Conducting regular vulnerability assessments on IT systems, applications, and network infrastructure.
- Implement and maintain security patches, updates, and configurations in line with best practices.
- Collaborate with colleagues to develop and enforce security policies and procedures.
- Help to develop, implement, and maintain backup strategies and disaster recovery plans to ensure data integrity and system availability.
- Oversee the efficient resolution of incidents, ensuring they are managed within agreed timelines.
- Facilitate root cause analysis for recurring problems and ensure preventative measures are taken.
KRA 4: (20%) Team Leadership & Development
- Manage a team of IT professionals (service desk, support technicians)
- Provide leadership, mentorship, and support to ensure high morale and performance.
- Conduct regular performance reviews and identify training and development needs.
- Define the structure and roles necessary for effective technology delivery.
- Establish daily, weekly, monthly process and controls to ensure service delivery.
- Maintain strong vendor management across all ICT needs.
- Ensure IT/ICT integration into all aspects of the business through interpersonal collaboration and communication.
- Develop and implement technical SOPs.
KRA 5: (5%) Project and Vendor Management
- Manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and budget.
Requirements:
- NQF level 6 or a relevant qualification in Information Technology Systems and Support.
- Certification in A+,
- Certification in N+,
- Microsoft Certified Professional (MCP)
- Microsoft Certified Solutions Associate (MCSA)
- Certificate of Completion for technologies pertaining to: Office 365, Mikrotik, Cisco Meraki, TeamViewer, Back and Recovery and Microsoft Azure.
- a minimum of 3 years’ experience in working with IT service management frameworks
- Windows Servers2008 – 2019
- Minimum of 4 years’ experience in providing technical support and issue resolution.
- At least 4 years of technical IT experience, preferably as a Technical Support Engineer
- 3 years team leader/supervisory experience
- 2 years management experience will be preferred.
- Code 8 driver’s licence – occasional travel to remote and rural areas will be required.
Skills required:
- Project Management
- Disaster Recovery Planning and backup management
- Office365 Administration
- Service delivery management
- Server and Network Administration
- Technical Support
- Problem-Solving
- Customer service management
- Strong interpersonal, communication and report writing skills
- Excellent time management and prioritisation skills.
AS A PERMANENT EMPLOYEE OF CAPENATURE, YOU WILL ENJOY:
- 24 days of annual leave per annual leave cycle;
- A hybrid working system permitting remote work within limitations, where applicable.
- Comprehensive benefits for death, critical illness or injury linked to the Pension Fund for CapeNature employees;
- Staff discounts of up to 50% on CapeNature accommodation at reserves across the Western Cape;
- Opportunities for career progression and development through internal and external training interventions, and academic growth through the internal CapeNature Bursary Programme subject to Bursary Policy guidelines;
- Free access to CapeNature’s Wellness Partner for you and your immediate household which includes professional counselling, financial, legal and health related advice; and
- The opportunity to positively impact the environment and promote a sustainable future
Kindly Note:
Only suitable candidates who meet the minimum requirements will be considered.
CapeNature reserves the right not to make an appointment or to re-advertise a post should it be deemed necessary within its sole discretion.
“*Remuneration negotiable within the range provided, depending on current remuneration package.
Apply online: https://capenature.simply.hr/
Closing date:13 December 2024