Job Overview
A solution-driven IT professional with a strong technical background and passion for delivering high-quality service is required to lead the Incident and Reactive Support Team.
Main Responsibilities
* Lead the triage, escalation, and lifecycle management of IT incidents and service requests ensuring timely resolution.
* Maintain clear communication with staff, students, and stakeholders during incidents including major and critical events.
* Develop and maintain incident response procedures prioritization frameworks and early-detection processes.
* Accurately record incidents contributing to post-incident reviews and recommend improvements to prevent recurrence.
* Collaborate with the Service Delivery Manager and other unit managers to ensure visibility ownership and coordination of the reactive support response.
* Contribute to continuous improvement by reviewing workflows updating documentation and supporting knowledge transfer across teams.
* Provide guidance and support to Client Support staff as required.
Key Skills
* Proven leadership skills with experience in leading high-pressure IT teams.
* Excellent communication and interpersonal skills.
* Ability to work under pressure and prioritize tasks effectively.
* Familiarity with IT service management frameworks and tools.
* Strong problem-solving and analytical skills.
Benefits
* Opportunity to lead a team and develop leadership skills.
* Collaborative and dynamic work environment.
* Professional development opportunities.
About This Role
This role requires a proactive solution-focused individual who can lead the Incident and Reactive Support Team. The successful candidate will have excellent leadership and communication skills with experience in leading high-pressure IT teams.