Assistant Director : IT Support

Centre For Public Service Innovation; Pretoria; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking an Assistant Director for IT Support to enhance their ICT services. This role involves coordinating ICT requests, managing infrastructure projects, and ensuring compliance with Service Level Agreements. The ideal candidate will have a strong background in ICT Service Desk operations, network administration, and incident management, with a focus on delivering exceptional technical support. Join a dynamic team dedicated to improving public service through innovative technology solutions and make a meaningful impact in the community.

Qualifications

• 3-5 years' experience in ICT Service Desk and Incident Management.
• Senior Certificate and a relevant diploma or degree in ICT.

Responsibilities

• Facilitate ICT requests and provide technical support.
• Manage Firewall and ensure SLA targets are met.
• Conduct user satisfaction surveys to improve ICT services.

Skills

ICT Service Desk

Incident Management

Server Support

Network Administration

Cloud Hosting

Education

Senior Certificate

3-year National Diploma / Bachelor NQF in ICT

Additional IT Service support-related certifications

Job description

Job title: Assistant Director: IT Support

Job Location: Gauteng, Pretoria

Deadline: May 03, 2025

REQUIREMENTS:

1. A Senior Certificate and a 3-year National Diploma / Bachelor NQF in ICT or equivalent qualification at NQF level 6 / 7. Additional Certification in IT Service support-related competencies, including cloud hosting, is an added advantage.
2. 3-5 years’ experience in ICT Service Desk and / or ICT Incident Management, Server support Network administration, and management of infrastructure projects in a public sector environment.

DUTIES:

1. Facilitate and coordinate the provision of ICT requests and provide technical support. Facilitate the ICT incident management processes and monitor progress on assigned incidents.
2. Management of in-house Firewall and facilitation of hosted Firewall Management, including spam and IP filtering. Ensure that SLA targets are met. Ensure that Operational Plan targets are met.
3. Ensure user requests are logged. Manage infrastructure upgrades and projects as needed. This includes the upgrade of the servers and network LAN and WAN.
4. Facilitate the configuration and management of the hosted telephone infrastructure / PABX service. To support and monitor existing infrastructure networks new and old access points including cabling.
5. To support and monitor existing infrastructure, perform preventative maintenance work, backup, and perform other regular support activities to ensure effectiveness and to provide cover on such tasks when required. Monitor incidents and call resolutions in line with the Service Level Agreements (SLAs).
6. Conduct bi-annual user satisfaction surveys and provide feedback to improve ICT services.