Job Description

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EMPLOYMENT TYPE : Permanent
SECTOR : IT
BASIC SALARY : R45 000.00 - R60 000.00
START DATE : A.S.A.P / Immediate
REQUIREMENTS:
Technical Expertise (Terminal Server, FSLogix, Office 365, VMware, Veeam, Intune, Microsoft Modern Workplace):

• Experience managing and supporting enterprise IT environments
• Strong understanding of virtualization, backup, and cloud-based solutions
• Communication (Incident Summaries, Legal Documentation, Team Messaging)
• Ability to clearly document incidents and resolutions
• Skilled in creating professional reports and internal communications

Leadership (Team Motivation, Certification Promotion, Escalation Management):

• Proven track record of leading and motivating technical teams
• Experience in handling escalations and driving issue resolution
• Encouraging continuous learning and certification within teams

Tools & Frameworks (ITIL, ServiceNow, SCCM, Active Directory, PowerShell):

• Strong working knowledge of IT service management and automation tools
• Experience with directory services and scripting for task automation

Certifications & Experience (ITIL Certified, Helpdesk Management):

• ITIL certification required
• Minimum of 2 years' experience as a Helpdesk Manager or similar leadership role

DUTIES:
Team Leadership & Development:

• Manage and mentor service desk analysts and technicians
• Foster a culture of accountability, recognition, and continuous improvement

Incident & Problem Management:

• Oversee the resolution of technical issues, including AVD, FSLogix, and Office deployments
• Ensure SLAs and OLAs are met, escalating issues when necessary

Process Optimization:

• Implement ITIL-based workflows for ticketing, escalation, and documentation
• Drive adoption of automation tools and self-service solutions

Stakeholder Communication:

• Craft clear, audience-appropriate updates for incidents, outages, and resolutions
• Liaise with internal teams and external vendors to ensure seamless support delivery

Reporting & Metrics:

• Track key performance indicators (KPIs) such as first-call resolution, ticket volume, and customer satisfaction
• Present data-driven insights into leadership to support strategic decision-making

Should you meet all the requirements, apply on our website at

Skills Required