Team Leader Service Desk, NOC & Stores

Fiji National University; Pretoria; On-site; ZAR 384 000; Full time

Job summary

A leading educational institution in Pretoria is seeking a Team Leader – Client Services to enhance IT customer satisfaction across services. The ideal candidate will lead IT operations, manage Helpdesk services, and ensure quality connectivity for staff and students, requiring a Bachelor's degree in IT and at least 6 years in the IT sector. This role offers competitive compensation with a focus on strategic IT planning and support.

Qualifications

• 6 years’ experience in IT sector with at least 2 years in supervisory position.
• Experience in an IT leadership role in a large organization.
• Prior experience in IT operations, NOC, or Service Desk management.

Responsibilities

• Provide leadership on service faults and restoration activities.
• Design and implement IT policies and procedures.
• Provide weekly & monthly reports on trends and recommendations.

Skills

Excellent customer service skills

IT Service Management

Leadership

Education

Bachelor's degree in IT related field

Post Graduate qualification in IT related field

Tools

JIRA Service Desk

Job description

The Team Leader – Client Services is accountable and responsible for providing overall IT customer satisfaction to IT services. He/ She assists Manager IT – Client Service to plan and manage the frontline IT services including the service desk and is expected to provide leadership and expert advice on all aspects dealing with the IT services. These includes all hardware & software at client ends, teaching & learning technology, Wi-Fi, Internet, Security, Telephony, Audio/Video Conferencing and Web-based Systems, including any Cloud hosted services. This position is also required to ensure that all staff and students of FNU are adequately, efficiently, and securely connected to each other and to the outside world, and, that all staff and students have access to quality and uniform IT facilities throughout the various locations of the University premises. This position shall provide leadership and advice on all strategic areas relating to the IT needs of the University and have the specific responsibility of technology research, strategic planning, budgeting, implementing and operating a highly advanced and efficient IT environment to support the University’s academic undertakings and administrative functions.

This is a senior position in the Client Services Department and has authority, accountability and significant autonomy for appropriate actions and decisions in IT Operational area of work to provide IT services to FNU, including Helpdesk services, technical design, problem solving, financial, staffing needs and quality aspects.

Responsibilities

1. Provide leadership and offer assistance and advice on all service faults and restoration activities relating to the IT needs of the University and Analyze all IT related issues received on Service Desk and work closely with other department to implement systems that provide permanent resolution.
2. Design and implement standard computer policy and take lead in IT Equipment procurement processes and providing asset management. Define and implement IT policies, procedures, and best practices in accordance with university’s expectations.
3. Provide weekly & monthly reports on trends relating to faults, requests, and recommendations through Manager IT – Client Services.
4. Keep abreast of the latest technologies that may be of benefit to the university and incorporate recommendations into strategy and plans.
5. Provide technical support in the fault repair, allocation of IT equipment and Inventory control, compiling user needs and carry out fault report analysis and make recommendations for corrective actions to support the operations of a highly advanced and efficient IT environment to support the University’s academic undertakings and administrative functions.

Person Specification

Essential

• Bachelor’s degree qualification in IT related field (Computer Science, Information Systems, Cyber Security, or Information Technology).
• 6 years’ experience in IT sector with at least 2 years in supervisory position.
• Experience in IT leadership role in a large organization.
• Prior experience in any of the following Areas in IT – JIRA Service Desk, leading role on-campus IT support, IT Stores, NOC, IT Operations.
• Well-versed with IT Service Management.
• Certified or understanding of ITIL.
• Must poses excellent customer service skills.
• Must have prior experience managing Service Desk/ NOC operations.

Desirable

• A Post Graduate qualification in IT related field (Computer Science, Information Systems, Cyber Security, or Information Technology).
• Valid reputable IT certifications.
• Knowledge with servers.

Salary

Salary: FJD50,789.00 plus 10% superannuation

Name: Mr. Mohammed Tazim Mustapha
Email: [e-mail]

Application Details

All applications are to include:
•A letter of application addressing each of the criteria listed under the Person Specification more specifically the Essential and Desirable criteria. This application letter will form the main basis for shortlisting. Failure to provide the application letter will result in your application not being considered.

• A detailed CV with three referees full contact details (telephone numbers and email addresses). Candidate should state their relationship with each referee (e.g. line manager, former postgraduate supervisor).

• Copies of academic transcripts and certificates that are of relevance to the qualification requirements of the advertised position.
All applications must be submitted online using the University’s online job applications system which can be accessed at this address: https://careers.fnu.ac.fj.

Applications sent via email or manually for all positions will not be accepted.
Should you have any queries on the advertised opportunity or face difficulty in submitting the application online, please email the following:
1. HR Partner (email ID stated in the advertisement): For any queries regarding the advertised position.
2. [e-mail]: For any assistance with the online application or technical issues.
3. [e-mail]: For other queries regarding the advertised position, expression of interest or FNU careers.
Please note that only shortlisted candidates will be contacted. If you have not been contacted by Fiji National University, then your application has not been successful.
FNU is an equal opportunity employer. Preference is given to applicants holding Fiji citizenship. International applicants may be considered.