Lead ICT End-User Support & Service Delivery

CUADS UFS; Bloemfontein; Vor Ort; ZAR 465.000 - 585.000; Vollzeit

Zusammenfassung

The University of the Free State (ICT Services) seeks a Lead: ICT Technical End User Support to manage 1st and 2nd line support, guiding engineers and coordinating service delivery.

You will oversee external partners, ensure SLA compliance, provide hands-on support for Windows and macOS devices, and drive end-user device lifecycle, security, training, and user adoption. Requirements: Bachelor’s degree, ITIL certification, 2+ years ICT end-user support, and a valid driver’s license.

Qualifikationen

• Bachelor’s degree on NQF Level 7 in Information Technology, Computer Science, or related field.
• ITIL Certification.
• A minimum of two (2) years’ relevant experience in ICT end‑user support, including 1st and 2nd line technical support.
• Valid Driver’s licence.

Aufgaben

• Lead daily operations of the 1st and 2nd line support teams, act as the primary escalation point for complex issues, and guide internal engineers while managing service priorities to meet Service Level Agreements.
• Oversee and coordinate external partners delivering 1st and 2nd line support, ensuring compliance with service, security, and IT governance standards, and driving continuous service improvement with partner leadership.
• Provide hands‑on support for end‑user devices (Windows, macOS), applications, and mobility tools.
• Ensure accurate logging, updating, and closure of incidents, service requests, and problems in the IT Service Management platform.
• Manage the full end‑user device lifecycle, ensure endpoint security and identity compliance, support technology rollouts and upgrades, and drive user adoption through training and communication.

Kenntnisse

Leading

Strategic Thinking

Business Acumen

Building Coalitions

Results Orientation

Ausbildung

Bachelor’s degree (NQF 7) in IT/CS

ITIL Certification

Tools

MS Office

Jobbeschreibung

The University of the Free State (ICT Services) seeks a Lead: ICT Technical End User Support to manage 1st and 2nd line support, guiding engineers and coordinating service delivery.

You will oversee external partners, ensure SLA compliance, provide hands-on support for Windows and macOS devices, and drive end-user device lifecycle, security, training, and user adoption. Requirements: Bachelor’s degree, ITIL certification, 2+ years ICT end-user support, and a valid driver’s license.