• Supervise and mentor a team of service desk analysts, systems administrator and network administrator/engineers providing guidance and performance feedback. • Coordinate training and development to enhance technical skills and service quality. • Schedule shifts and manage team resources to ensure adequate support coverage. • Oversee day-to-day technical support operations, ensuring timely response and resolution of incidents and requests and ensure agreed targets are met and appropriate qualitative standards are achieved • Implement and monitor service-level agreements (SLAs) to meet organizational requirements. • Implement methodologies to improve first and second call resolution. • Act as an escalation point for complex technical issues. • Design and develop an enhanced reporting structure which ensures the early identification of • product faults and ensures minimum risk to the business. • Coordinate maintenance, updates, and patch management for systems, hardware, and software. • Ensure security and compliance by implementing best practices for data protection and network integrity. • Collaborate with other IT teams to plan and execute technology upgrades and deployments. • Conduct regular network assessments, performance tuning, and security audits to identify and mitigate potential vulnerabilities. • Implement firmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal security and functionality. • Perform backup and disaster recovery testing for critical network configurations to ensure business continuity and resilience. • Maintain redundancy and failover systems to prevent network outages, including load balancing, high-availability configurations, and disaster recovery planning. • Work with ISPs and telecom providers to optimize external connectivity, ensuring sufficient bandwidth and minimal latency. • Monitor and analyze network traffic patterns and logs to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies. • Maintain up-to-date network topology diagrams and documentation, ensuring proper configuration records for troubleshooting and future scaling. • Ensure compliance with industry standards, data privacy laws, and security frameworks • Performance Monitoring and Reporting • Track key performance indicators (KPIs) to measure team performance and service effectiveness. • Generate regular reports on support metrics, incident trends, and service quality. • Provide insights and recommendations to management for continued service improvement. • Liaise with other departments to understand and address IT needs and service requirements. • Communicate technical information effectively to non-technical users and stakeholders. • Support IT initiatives by aligning technical services with broader organizational goals. • Develop, implement, and update technical support processes, policies, and procedures. • Maintain accurate documentation for troubleshooting steps, standard operating procedures, and knowledge base articles. • Identify areas for service improvement and efficiency, recommending and implementing solutions. • Inventory tracking and management: Maintain an accurate inventory of IT assets, including hardware, software, and licenses. Update asset records to reflect changes in ownership, status, and location. • Oversee the deployment of assets, ensuring proper configuration and alignment with company standards. • Coordinate installations, upgrades, and reassignments as necessary. • Ensure assets are configured securely and documented accurately. • Conduct regular audits to verify asset inventory, status, and location.

• Academic: Bachelor’s degree in information technology, Computer Science, or its equivalent from a recognized institution. • Professional: Microsoft certification (MCSE or MCITP), ITSM or ITIL v4 Certification, Cisco Certification (CCNA or CCNP) • Experience: At least 2 years of experience in a supervisory role, proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field. • Core Competencies • Strong leadership and team management skills. • Excellent communication and interpersonal skills. • Analytical mindset and the ability to use data for decision-making. • Ability to work in a fast-paced environment and manage multiple priorities. • Customer-focused with a commitment to providing exceptional service.

• If you believe that you are our ideal candidate, please submit your application, detailed CV and academic documents with a daytime telephone number as one PDF document, quoting the position you have applied for in the subject line by 2nd May 2025 to the HR Manager-NMGU, at • CLICK HERE TO APPLY • Please note that only shortlisted candidates will be contacted.