Job Description    
Position Summary

• IT Technical Support Manager to lead and oversee our IT team.
• In this role, you will be responsible for ensuring the smooth operation of our IT support services, managing a team of support technicians, and maintaining high levels of customer satisfaction.

Essential Duties and Responsibilities

Duties & Responsibilities: Including Stores and Head Offices:

• Manage IT Support service providers
• Oversee the resolution of technical issues
• Ensure the smooth operation of IT services
• Implement IT support policies and procedures
• Monitor system performance ensure always on
• Ensure the security and integrity of IT systems
• Prepare and present reports on IT support activities
• Implement and manage IT support tools and software
• Manage cost and drive cost efficiencies
• Conduct regular performance reviews of IT support service providers
• Handle escalated IT support issues
• Plan and execute IT support projects
• Support IT annual audit
• Managing external service provider to provide first-line support, IT front desk
• support, installing, configuring and troubleshooting hardware and software issues, etc
• Set up and manage wireless networks, ensuring reliable connectivity
• Diagnose and resolve network problems, monitor network performance
• Plan and execute backup strategies to ensure data integrity and availability
• Collaborate with other departments to support overall business objectives
• Ensure seamless integration of IT systems across all departments
• Manage Biometric Access Control System

Inherent Requirements    
Education & Experience Requirements

• Essential: Matric qualification plus relevant tertiary qualification in IT/IS.
• Essential: 5 years experience in a similar role (Retail sector advantageous)
• Minimum 3 years experience in a management role
• Strong working knowledge of IT support processes and practices
• Experience with IT support tools and software
• Be willing to work after hours in emergencies when required

Core Competencies

• Ability to pursuade and influence key stakeholders
• Ability to manage a team and manage relationships effectively
• Ability to adapt to change and be agile in a changin environment
• Strong communication and presentation skills
• Strong planning and organising skills