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

University of the Free State; Bloemfontein; Sur place; ZAR 465 000 - 585 000; Plein temps

Avantages offerts par ce poste

pension scheme

medical aid scheme

group life insurance

housing allowance

leave and sick leave

service bonus

study benefits

Résumé du poste

University of the Free State seeks a Lead ICT Technical End User Support professional to manage 1st and 2nd line support teams, coordinate external partners, and provide hands-on assistance for Windows/macOS devices and applications. You will ensure proper incident logging, lifecycle management, and security compliance while driving user adoption through effective training.

The role requires a Bachelor’s degree (NQF Level 7) and ITIL certification, with at least two years of ICT end-user support

Qualifications

• An ICT end-user support professional with 2+ years of experience (1st and 2nd line).
• Valid Driver’s licence.

Responsabilités

• 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.

Formation

Bachelor’s degree on NQF Level 7 in Information Technology, Computer Science, or related field

ITIL Certification

Description du poste

Job Title

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

Semi-Skilled

Location

Bloemfontein Campus - Bloemfontein, FS ZA (Primary)

Closing Date

10/11/2026

The system allows a maximum of eight attachments. To avoid upload issues, we recommend merging some or all documents into fewer files before submitting.

INCOMPLETE APPLICATIONS WILL NOT BE CONSIDERED!

Requirements

To ensure your application is complete, you must submit ALL documents listed under the inherent requirements, as well as the following standard documentation:

• A detailed Curriculum Vitae.
• Copies of your qualifications, or official proof of qualifications obtained (If you hold foreign qualifications, please include SAQA accreditation).
• A copy of your identity document (South African ID or passport for foreign nationals).
• Confirmation of employment in the form of a letter, appointment contract, service certificate, or recent payslip from your current or most recent employer (applicable to external applicants only).

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).

Key Competencies Required

• 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

Closing Date

10 November 2026

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

• pension scheme
• medical aid scheme
• group life insurance
• housing allowance
• leave and sick leave
• service bonus
• 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.