Lead: ICT Technical End User Support post level 10/11)

University of the Free State; Bloemfontein; On-site; ZAR 465,000 - 585,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leading

Strategic Thinking

Business Acumen

Building Coalitions

Results Orientation

Education

Bachelor’s degree (NQF 7) in IT/CS

ITIL Certification

Tools

MS Office

Job description

Lead: ICT Technical End User Support (post level 10/11) (Job ID: 6661)

Organizational Unit

University of the Free State -> Deputy Vice-Chancellor: People and Operations -> Information and Communications Technology Services

Contract Type

Permanent

Occupational Level

Location

Closing Date

10/11/2026

Duties and responsibilities

• 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.

Inherent Job Requirements

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

Recommendations

• Minimum of four (4) years’ technical end‑user support and the coordination or supervision of technical support teams and service providers.
• Relevant certifications (CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous (attach).

Results Orientated:

• The ability to cope with a frequently changing environment and to adapt to evolving situations.
• The ability to stick with tasks, not give up, and overcome obstacles in completing one’s task.

Strategic Thinking:

• The ability to focus on details, work towards perfection, and approach work in a neat and organised manner.
• The ability to carefully analyse information and use logic to address issues and problems at work.

Business Acumen:

• The ability to adhere to rules and strictly follow work regulations.
• Proficient in using MS Office.

Leading:

• The ability to maintain high levels of personal motivation, energy and enthusiasm.
• The ability to be cooperative with others, display a good‑natured attitude and encourage people to work together.

Building Coalitions:

• The ability to interact with others and establish personal connections with people.
• The ability to make decisions through consultation, collaboration and working with close supervision.

Assumption of duties:

As soon as possible

Salary:

The annual remuneration package, including benefits is R 464 881,91 - R 585 370,51 per annum, depending on the budget available for the position, relevant work experience and qualifications.

Fringe benefits:

(Subject to specific conditions): pension scheme, medical aid scheme, group life insurance, housing allowance, leave and sick leave, service bonus and study benefits.

Enquiries:

For enquiries, please feel free to contact 051 401 2979 or email [e-mail] or [e-mail] Additionally, kindly contact 051 401 7659 / 9813 for assistance.

General:

The UFS is a designated employer and is committed to the pursuit of excellence, diversity, and redress in achieving its equity targets in accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets. Preference will be given to candidates from the under‑represented designated groups including candidates with disabilities. Our Employment Equity Plan is available at: ufs-employment-equity-plan_2025.pdf

The University processes personal information in line with its obligations under the Protection of Personal Information Act (POPIA) and any personal information provided to the University will be treated as confidential and processed in accordance with the rights provided to data subjects under POPIA.

The University reserves the right not to fill the post. The UFS will only consider applications of candidates who meet all the inherent requirements of the position. Applications that are incomplete will not be considered. Communication will be limited to shortlisted candidates only. Should you not be contacted within six weeks of the closing date for applications, you may assume that your application was unsuccessful.

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