Purpose of the Role

Supervises IT user support to ensure efficient and effective IT support and resolution to business. Supervises the day-to-day activities of IT operations, ensuring that systems, services and infrastructure work reliably and securely. This role is based in Rosebank Johannesburg. 

Overview of Role Responsibilities (Level 1-13)

User Support- Level 5 - Application
Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.

Client and Customer Management (Internal)- Level 5 - Application
Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.

Leadership and Direction- Level 4 - Process Expert
Supervise a team performing routine work.

Organizational Capability Building- Level 4 - Process Expert
Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.

Performance Management- Level 4 - Process Expert
Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.

Required Skills

IT Support - Fully Competent
Works with full competence to monitor, diagnose and fix problems with technology products. Typically works without supervision and may provide technical guidance.

Service Delivery - Fully Competent
Works with full competence to deliver required services to the required standards. Typically works without supervision and may provide technical guidance.

Workflow Management - Fully Competent
Works with full competence to orient work in a workflow to plan, organize, and execute the steps it takes to achieve higher efficiencies. Typically works without supervision and may provide technical guidance.

Stakeholder Expectation Management - Fully Competent
Works with full competence to identify potential stakeholders, analyze their expectations, and develop strategies for managing stakeholders and their expectations. Typically works without supervision and may provide technical guidance.

Planning and Organizing - Fully Competent
Works with full competence to plan, organize, prioritize and oversee activities to efficiently meet objectives. Typically works without supervision and may provide technical guidance.

Technical Support - Fully Competent
Works with full competence to identify, diagnose and resolve technical problems in line with prescribed solution options. Typically works without supervision and may provide technical guidance.

General Experience

• Minimum 5 years related experience 
• ITIL or similar service delivery framework-based certification

Managerial Experience

Experience of general supervision of more junior colleagues (Minimum 2 year)

Education

Required Behavioural Competencies