Desktop Support Manager

Description

The Desktop Support Manager is responsible for overseeing the IT support team to ensure smooth operation and maintenance of end-user computing environments. This role involves managing IT assets, resolving technical issues efficiently, and implementing best practices to optimize support services. The manager will also focus on leadership, process improvement, and strategic planning to enhance IT service delivery and user experience.

Requirements

Minimum Requirements

• Bachelor's degree in Information Technology (IT), Computer Science, or a related field (preferred).
• Diploma in IT, Computer Science, or a related field (for candidates with extensive experience).
• ITIL Foundation certification.
• Microsoft Certified.
• CompTIA Network+
• CompTIA Security+
• At least 5 years of IT support experience.
• Hands-on experience in desktop support, helpdesk, or IT technical support.
• 3-5 years of leadership and management experience in IT support.
• Experience with ITIL frameworks, SLAs, and incident management.
• Familiarity with enterprise-level IT infrastructure, remote support, and cloud-based systems (preferred).

Key Performance Areas

• Contribute to the End User Computing technology strategy and roadmap.
• Drive continuous improvement to enhance customer experience and environment stability.
• Align IT strategy with business needs and provide technical advice on standards and policies.
• Provide hands-on technical support to users.
• Maintain a test lab for patching and testing.
• Manage key infrastructure, including boardroom and training room equipment.
• Ensure all actions are logged in the Service Desk System.
• Participate in projects and provide support documentation.
• Report on project progress.
• Appraise and provide feedback to Desktop Engineers.
• Create a cohesive team culture and ensure staff availability.
• Identify cost optimization initiatives.
• Ensure all actions are logged and create performance reports.
• Enforce desktop security policies.

Technical Competencies

• Advanced hardware and software troubleshooting skills.
• Expertise in Windows, macOS, and Linux operating systems.
• Knowledge of end-user computing technologies (desktops, laptops, printers, mobile devices).
• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop).
• Understanding of TCP/IP, DNS, DHCP, VPNs, and WiFi networks.
• Experience with Active Directory, Group Policy, and user account management.
• Strong knowledge of ITIL frameworks and ITSM tools (e.g., ServiceNow, Jira, Freshdesk, ManageEngine).
• Proficiency with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).

Behavioral Competencies

• Leadership and team management skills.
• Customer service orientation.
• Effective communication and interpersonal skills.
• Problem-solving and analytical thinking.
• Adaptability and resilience.
• Process improvement and innovation.
• Accountability and ethical conduct.

Closing Date: 16 April 2025

Please note that correspondence will be limited to shortlisted candidates only. Applicants who have not heard from us within 30 days of the closing date may assume that their applications have been unsuccessful. The filling of these positions will be aligned with AFGRI's Employment Equity Policy.

Applicants' personal information will be processed in accordance with the Protection of Personal Information Act (POPIA). For details, please refer to the HR Processing Notice on the AFGRI Group website.

Work Level: Middle Management

Job Type: Permanent

Salary: Market Related

Location: Centurion

Required Experience: Manager

Key Skills: Mac OS, Active Directory, Desktop Support, Computer Networking, Mobile Devices, Windows, Remote Access Software, SCCM, Help Desk, Operating Systems, Remedy, Troubleshooting

Employment Type: Full-Time

Experience: years

Vacancy: 1