IT Technical Operations Manager

AGL transport & logistics; South Africa; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A logistics company in South Africa is seeking an IT Technical Operations Manager to lead the IT service management team. Responsibilities include coordinating IT support, optimizing service continuity, and ensuring effective problem resolution. Candidates should possess at least 7 years of experience in a service desk or leadership role, with strong IT skills and relevant certifications. The position demands excellent communication and supervisory abilities, along with a solid understanding of ITIL principles.

Qualifications

• 7+ years of experience in a Service desk or Operation Team leader role.
• Strong troubleshooting skills and problem-solving aptitude.
• Must be the custodian of AGL group norms and policies.

Responsibilities

• Lead IT coordination and support for users, ensuring continuity of service.
• Supervise day-to-day activities of the RUN team.
• Contribute to improvements that adopt ITIL best practices.

Skills

Communication skills

Customer care

Supervisory

Technical

Analytical

Education

Relevant IT certification/Diploma/Degree

A+, N+ and ITIL foundation certified

ITIL Service and operations management certified Advantage

Tools

MS Azure

PrintiX

Intune

SharePoint

PDQ

Job description

Job Title

INFORMATION SYSTEMS MANAGEMENT IT Technical Operations Manager M/F

Contract Type

PERMANENT

Job Location

Africa, South Africa, JOHANNESBURG

Working Hours

Full time

Mission Description

Job Purpose: IT Team leader - within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL) - main functions are supporting the IT infrastructure in the RUN team as a leader/coordinator of technicians (IT Officers). Coordinate and delegate the responsibilities of the IT Support Team. Oversee the day-to-day functions of the RUN team.

Profile

Job Function:

• Service Desk: IT coordination of IT officers and support for users
• Continuity of service for Operations (hardware and software infrastructure) on the day-to-day:
  • Network / Telecommunications: Cabling, Switches, Optimizers, Routers, Firewall, Proxy, SSL VPN gateways, WAN, WiFi, Video‑Conferencing systems and others equipment UPS, IoT…
  • Systems: Servers (Windows/Linux or iSeries), Data backup means, Business Applications, Communication and collaborative tools…
  • End users: PCs, Thin Client, Smartphones/Tablets, Printers, Satellite phones, Scanner guns, Headsets
• Lead in the development of good customer service practices.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Supervise the day-to-day activities of the RUN team and operational environment.
• Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.
• Undertake daily and weekly review of the First Line Service Desk call queues.
• Discover, diagnose, and triage users' problems effectively and efficiently.
• Ensure that problems and solutions are properly recorded and documented.
• Provide self‑help, user guides, and training to reduce support requests.
• Travel to AGL sites may occasionally be necessary for various IT projects, implementation, or training.
• Ensure an ITIL MIS support process (single point of contact for Service desk, ITSM ticketing, troubleshooting, logs analysis, reporting, for users in the scope of work)
• Must be the custodian of the AGL group norms and policies: Use only Business Applications/MIS services compliant with AGL IT catalogue
• Undertake any other duties of a similar level and responsibility as may be required from time to time.

Deliverables:

• IT Service Desk:
  • Weekly meeting with their reporting line.
  • Daily meeting with their team.

Minimum Education and Experience Requirements:

Key Skills:

• Communication skills
• Meeting skills
• Customer care
• Conceptual
• Supervisory
• Technical
• Analytical

Personal Attributes:

• Agile / Open-minded
• Serious
• Team Player
• To lead a team
• Interpersonal Skills
• Integrity / Loyalty
• Flexible
• Innovative
• Decision-making
• Strong troubleshooting skills
• Problem-solving aptitude

Qualifications:

• Relevant IT certification/Diploma/Degree
• A+, N+ and ITIL foundation certified
• ITIL Service and operations management certified Advantage

Experience

• 7 years plus experience of working in a Service desk or Operation Team leader role
• MS Azure, PrintiX, Intune, SharePoint, PDQ (Advantage)