IT Helpdesk Manager – Cape Town needed at Boldr
Job title : IT Helpdesk Manager – Cape Town
Job Location : Western Cape, Cape Town
Deadline : May 04, 2024
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WHAT WILL YOU DO
- This position will implement and manage technical and SaaS solutions ensuring security and quality standards are achieved.
- Provide support and administration of Azure, Intune, Azure Active Directory, Google, computer hardware, and operating systems, and perform other job-related duties as required.
- Participate in project-related work to deliver improvements in these areas.
- Learn about and assist with the support of other applications and platforms, including solutions like Atlassian, AWS, GCP, and Git.
Team Management
- Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
- Ensure that team members are properly trained and working consistently to meet client needs
- Ensure that the team meets company and client-specific KPI targets through product/service training
Internal Coordination
- Performing analyses on CIS efficiency and integration.
- Reporting to management on CIS development, implementation, and progress.
- Collaborating with development teams and departments, as well as incorporating user feedback.
- Ensuring CIS innovation and implementation.
- Overseeing CIS user testing and adjustments.
- Ensuring that products and services are delivered on time and within budget.
- Managing software and hardware installations and upgrades.
- Maintaining computer network infrastructure and ensuring network security.
- Hiring and training new Tech staff.
External Communications
- Be familiar with the client’s key contacts, unique requirements, and operating processes
- Demonstrate mastery of the company and client’s offerings (i.e. its products and services)
- Understand, investigate, and solve any complex client requests or complaints
- Identify opportunities for continuous improvement and scaling growth.
- Writing progress reports and delivering presentations to the relevant stakeholders.
Requirements
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction.
- Excellent problem-solving and analytical skills
- Ability to work independently, leveraging available tools and resources
- Strong communication skills, both verbal and written
- Strong organizational skills with the ability to manage multiple priorities.
- Strong attention to detail to ensure the accuracy of all work
YOU HAVE…
- 3-5 years experience leading onshore/offshore teams in a remote work environment
- 3-5 years experience with ITIL and managing Critical incidents
- 3-5 years of experience implementing, administering, and supporting Azure AD, IAM, Intune, and M365
- 3-5 years experience with Atlassian products: Confluence, Jira Service Management, etc
- 3-5 years experience with endpoint security products.
- 2+ years experience with developing KPIs / SLAs and using those metrics to drive continuous improvement in the HelpDesk.
- 2+ years of experience integrating systems with Azure and deploying SSO + MFA.
- Experience managing DNS, SPF, and DKIM.
- Experience troubleshooting in a multi-user high availability 24×7 environment.
- Experience in PC repair, troubleshooting, and deployment (Windows and MAC).
- 3+ years of experience developing and maintaining technical documentation in Confluence.
- Should have one or more of the following certifications: Azure, IAM, Intune, or other industry-relevant certifications related to Microsoft, Google, or AWS products.
- 2+ years experience working in an Agile environment, including project management of resources on the HelpDesk team.
- 2+ years of experience developing and driving process workflow improvement
- 2+ years experience with Asset lifecycle management
- 2+ years experience in vendor management
- Experience administering Azure, AWS, Google, GCP.
- Experience with domain registrars – GoDaddy Route53 Wix.
- Experience one or more scripting languages, like PowerShell, Ansible, etc…
- Experience automating workflows.
- Experience with Modern Campus DestinyOne
- Experience with budgeting
- Experience de-escalating heated conversations
- Experience with SQL databases and queries
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now