IT Manager

Boardroom Appointments

Durban

ZAR 300 000 - 600 000

Job description

Ensure control of the incidents / Service Requests are in line with SLAs
Act as the principal contact for incidents / escalations / updates in Durban
Define and deliver process improvements aligned with best practice and business objectives
Ensure team has resources available to support business operations
Manage the relationship with our clients around incident management
Build and maintain effective internal and external relationships, always representing your function in a professional manner
Manage effective and timely communication around ongoing technical issues internally and externally, working with internal technical teams to ensure accuracy of information
Ensure all SLAs are defined, met, and escalated appropriately to 3rd line
Provide the SD KPI Dashboard on a weekly basis for Durban
Build strong, effective working relationships with internal and external stakeholders
Positively contribute to ongoing change programmes within the business, assessing and communicating the impact on your function
Own and develop the procedure documentation for your function
Problem solver with a technical mindset
Hands-on experience of technical solutions to support all business requirements
Self-starter with the ability to positively challenge the norm and influence delivery management and support functions through personal gravitas and subject matter expertise
Extensive stakeholder management experience to Director level and beyond
Practical experience of defining and delivering process/continuous improvement
Demonstrable experience of being a collaborative and supportive manager
Experience of delivering Service Desk services to a contact centre operation or other high-volume end-user business
Ability to create informative templates for effective communication
The ability to work under pressure to tight deadlines in a fast-paced environment
Analytical mindset with strong problem-solving skills
Come from a technical foundation and show understanding of technical solutions
Experience of mergers & acquisitions, and how to merge complex systems into one hosted solution
Strong background in Azure AD, Microsoft technologies, and business solutions
In-depth knowledge of server and client hardware