Job Description

Purpose of the Role

To lead and manage a team of Workplace IT Technicians while driving IT service excellence across multiple Eduvos campuses in the South & Coastal region. This includes providing 1st and 2nd level IT support, ensuring infrastructure efficiency, delivering technology projects, and maintaining high standards of customer service and asset management.

Key Responsibilities

1. IT Support & Operations

Ensure timely resolution of incidents and service requests per SLA. Maintain high 1st-time resolution rate and customer satisfaction. Monitor compliance with IT processes and escalate issues where necessary. Ensure all devices comply with company security and usage policies.

2. IT Asset Management

Oversee accurate identification, tracking, and maintenance of IT assets. Manage lifecycle from acquisition to disposal (including data sanitization). Maintain updated documentation for all assets and ensure policy compliance.

3. Technical Expertise & Issue Resolution

Provide 3rd-level support on hardware, software, network, and servers. Act as the technical lead in implementing and testing solutions. Maintain and monitor systems such as Active Directory and Azure Tenant.

4. Project Management & Procurement

Lead regional technology operations projects across scope, time, and cost. Endorse and manage procurement of IT equipment and services. Ensure high-quality IT solutions are deployed at optimal cost.

5. Reporting & Monitoring

Provide accurate, timely reports on IT operations and asset status. Monitor KPIs and investigate deviations from expected performance. Align operations with academic and campus goals.

6. Leadership & People Management

Oversee recruitment, onboarding, and succession planning for IT staff. Conduct regular performance reviews and manage development plans. Foster a culture of learning, growth, accountability, and collaboration.

7. Stakeholder Engagement

Maintain strong relationships with internal users and external vendors. Collaborate with other departments and support their deliverables. Communicate expectations and progress clearly and consistently.

Required Qualifications

Minimum: NQF Level 6 qualification in IT, Information Systems, or related field. Certifications: CompTIA A+, N+ (required); ITIL and Project Management (highly desirable).

Experience

Minimum 5 years in Workplace IT Support Services. At least 3 years in a leadership/senior capacity. Experience with ITIL service management, Microsoft Dynamics 365 CE, and IT service desk tools is advantageous.

Core Competencies

Technical:

IT Incident & Problem Management Azure Active Directory Microsoft Defender 365 Access Management (Dynamics 365 CE and F&O)

Behavioral:

Initiative & accountability People leadership & development Strong interpersonal and communication skills Analytical thinking and problem-solving Innovation and adaptability Emotional resilience

Work Conditions

Based at Tyger Valley Campus with travel across the South & Coastal region. Flexibility to work evenings/weekends during peak periods (e.g. registrations, events).
Job Types: Full-time, Permanent

Work Location: In person