Purpose of the role

Managing the day to day IT operation 24/7, ensuring Client SLA’s are met with regards services and delivery and ensuring that the IT Helpdesk provides excellent customer service in supporting the business. Keeping the fault or request queue below the set maximum target and be a role model and set an example for the organisation's desired standards of conduct, leadership, integrity and professionalism at all times.

Responsibilities

Plan and implement moves, adds, changes and deletions to support the IT infrastructure in Cape Town.
Responsible and maintains information’s of purchases for the assets registry.
Implements network security at levels set by corporate standards.
Anticipates difficult or problems relating to IT and ensures that contingency plans are in place to overcome these difficulties.
Works with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders.
Interacts constructively with internal clients on all levels to help resolve IT related issues and provides answers in a timely manner through the effective implementation of helpdesk and application software.
Administers and maintains the company’s IT infrastructure and manages all telephone changes.
Managers day-to-day internal and external client interactions.
Managers all helpdesk activities for the location.
Responds to and resolves escalated Helpdesk issues.
Management of day-to-day activities of the IT Team.
Ensures that company IT assets are maintained according to company standards.
Manages the administration and maintenance of computer stations and software for the Company’s training programs and training facilities and proactively provides support.
Manages troubleshooting, system backups, archiving, disaster recovery and provides expert support when necessary while identifying and motivating opportunities for improvements.
Provides the financial department with IT financial information and manages the purchasing of all software, hardware and other IT supplies within the budget constraints.
Facilitates the motivation and development of the team by attempting to align project tasks with team members career interests while attaining goals in pursuance of excellence and giving feedback on attainment of performance goals.
Manage IT suppliers and SLA.
Any other duties consistent with the position of ICT Team Leader.
Identifies opportunities for improvement and makes constructive suggestions for change.
Maintains information’s of purchases for the assets registry.
Manage key supplier relationships, costing and SLA’s
Suppliers in terms of rates and new technology offerings
Communication with the Management Team and all other levels within the business.
In times of IT downtime, persistent, regular updates to all senior management.
Play a vital role with clients, always being well briefed and informative.
Update as appropriate and keep casual contacts for the good of the business.
Attends and contributes to regular team meetings to discuss and resolve issues and challenges in the department.
Remains at the forefront of emerging industry practices and continually investigates IT technologies.

Technical Competency Requirements

Degree in a relevant discipline or other equivalent tertiary qualification or equivalent relevant work experience.
5 years of experience in senior/teamlead IT role (preferably in the contact service centre industry: in-house centre within airline industry or international customer care outsourcing provider) advantageous.
MCSE, CCNA certificate and ITIL qualification required.
Advanced knowledge of the following Systems required: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre configuration manager (SCCM).
Advanced knowledge of the following Networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.
Excellent MS Office package skills.
Web Technologies would be advantageous.
Well-developed knowledge of Telephony applications and concepts.
Well-developed knowledge on the Genesys Suite of products an advantage.
Proven track record of organisational and planning skills essential.

Personal Competency Requirements

Leadership Skills.
Excellent Organizational Skills.
Excellent Written and Oral Communication Skills.
Ability to work with people on a professional level.
Excellent understanding of Helpdesk Processes.
Ability to work flexible hours as required by the Business.
Strong project management skills and experience.
Data storage and Maintenance skills.
Be self-motivated and proactive.
Show an interest in the Call Centre industry and its processes.
Fluent in English and German would be advantageous.
Have interpersonal and team skills.
Assist with the development of in-house processes and the communication of same.
Be flexible re working hours.
Be willing to support in-house processes.
Have good presentation skills.
Must be able to work under pressure in a fast paced environment.
Conduct training on IT programmes and processes.
Ability to analyse problems, identify alternative solutions, and implement recommendations in support of company goals.