Job Description

Key Responsibilities:
Team Leadership & Coordination

• Lead, mentor, and support the four Senior Desktop Support Technicians across all sites (Somerset West, Wellington, Boskop, and Boksburg).
• Ensure consistent technical standards, processes, and quality of service across all locations.
• Conduct regular team meetings to review performance, challenges, and upcoming projects.
• Provide guidance and escalation support to Senior Technicians for complex or high-impact incidents.
• Monitor workload distribution and ensure SLAs are met through efficient task prioritization.

Operational Management

• Oversee daily IT support operations across all sites to ensure stability and responsiveness.
• Coordinate and manage desktop deployments, upgrades, and lifecycle management using SCCM.
• Maintain oversight of service desk operations in Ivanti Service Management, ensuring tickets are tracked, updated, and resolved within agreed timeframes.
• Ensure all IT support activities follow ITIL-aligned processes (incident, problem, change, and request management).

Technical Oversight

• Provide advanced troubleshooting and resolution assistance for escalated desktop, networking, or AV challenges.
• Supervise and assist with configuration and maintenance of Cisco and Webex conferencing systems.
• Support the integration of Microsoft Teams, Webex, and hybrid conferencing solutions across all sites.
• Maintain oversight of patch management, imaging, and endpoint compliance using SCCM and related tools.

Project Management & Implementation

• Coordinate IT infrastructure and desktop-related projects, including rollouts, upgrades, and relocations.
• Ensure that all sites align with corporate IT standards during project implementation.
• Collaborate with the Technical Operations Specialist to plan resource allocation, testing, and deployment schedules.

Documentation & Reporting

• Maintain clear documentation of procedures, configurations, and support standards.
• Compile and present monthly performance and service delivery reports for all four sites.
• Track recurring incidents and propose long-term solutions or process improvements.

Collaboration & Stakeholder Engagement

• Serve as the primary liaison between site IT teams and the Technical Operations Specialist.
• Collaborate with network, infrastructure, and cybersecurity teams to resolve multi-domain issues.
• Communicate effectively with site management, ensuring they remain informed of IT activities, outages, or upgrades.

Continuous Improvement

• Identify opportunities to enhance operational efficiency and service delivery.
• Lead or participate in ITIL process improvement initiatives and technology upgrades.
• Support the professional development of Senior Desktop Support Technicians through mentorship and training.

Required Qualifications:
Education:

• A+ and N+ (CompTIA) - Mandatory
• ITIL Foundation Certification - Preferred
• Additional certifications in Microsoft, Cisco, or related technologies are advantageous

Experience:

• Minimum 7 years in IT support, with at least 2 years in a supervisory or team lead capacity
• Proven experience managing geographically distributed IT support teams
• Strong background in SCCM, Ivanti Service Management, and Windows environments
• Demonstrated experience with Cisco Webex, MS Teams, and AV/Video Conferencing systems

Technical Skills:

• Expert-level troubleshooting of Windows desktop and laptop environments
• Strong understanding of AV and conferencing technologies
• Practical knowledge of SCCM for deployments, imaging, and patch management
• Familiarity with ITIL service delivery processes
• Ability to coordinate multi-site IT activities and ensure consistent outcomes

Personal Attributes:

• Leadership: Strong ability to motivate, guide, and develop a distributed technical team
• Professionalism: Maintains composure and credibility in high-pressure or executive settings
• Analytical Thinking: Excellent diagnostic and problem-solving skills
• Communication: Clear, confident communicator across technical and non-technical audiences
• Accountability: Takes ownership of outcomes and drives results across multiple sites
• Adaptability: Willing to travel between sites and adjust to changing priorities

Additional Requirements:

• Valid driver's license and reliable transportation
• Ability to travel between company sites when required
• Willingness to work overtime or after-hours during major incidents, projects, or executive events

Compensation & Benefits:

• Competitive salary aligned with experience and leadership responsibility
• Comprehensive medical and retirement benefits
• Overtime pay or time-off-in-lieu policy for after-hours work
• Professional development and certification reimbursement opportunities
• Cell phone allowance

Skills Required