Job Overview
The ideal candidate will assume leadership responsibilities for the IT Service Delivery Team, overseeing daily operations and managing technical support functions.
* Lead the IT Service Delivery Team to achieve team goals and objectives.
* Ensure seamless coordination of daily operations across various teams.
* Develop and implement strategic plans to improve service delivery efficiency and effectiveness.
Key Responsibilities
* Manage and direct a team of IT Support Officers in providing level 2 helpdesk support and Level 1 escalation management.
* Mentor junior staff to enhance skill development and workload prioritization.
* Monitor ticket queues, track staff availability, and maintain accurate documentation and asset records.
* Collaborate with internal stakeholders to ensure effective communication and project delivery.
* Support key infrastructure and security projects as required.
Requirements
* Tertiary qualifications and/or industry certifications relevant to the role are essential.
* A minimum of three years' experience in IT support, including technical support in a Microsoft-based environment is mandatory.
* Leadership or mentoring experience in a technical or support setting is desirable.
* Strong problem-solving, time management, and interpersonal skills are necessary.
* Effective communication and customer service skills are crucial.
* Familiarity with the ITIL framework and service delivery principles is highly valued.
* A valid driver's license is an advantage.