Support Services Manager (IT Operations)

1. Job Purpose

Oversee and ensure the efficient and effective performance of the network, server, and communications infrastructure, provide comprehensive technical support, and guide the IT team in adhering to best practices and policies to enhance overall operational efficiency and user satisfaction.

2. Position Accountability Description

Operational Excellence

1.           Lead the implementation and enhancement to the corporate ticketing system.

2.           Oversee the performance and health of network, server, and communications infrastructure to ensure optimal operation and high availability.

3.           Supervise incident logging and documentation, providing accurate records for troubleshooting and future reference.

4.           Assist in prioritizing and classifying incidents, offering immediate support for password resets, access management, and software application guidance.

5.           Guide the diagnoses and resolving of hardware and network connectivity issues, minimizing downtime and maintaining productivity.

6.           Regularly update the knowledge base with new information and assist in deploying software updates and managing IT assets.

7.           Liaise with vendors for hardware repairs and manage the secure disposal of obsolete equipment.

Incident Management & Policy Development

8.           Participate in cross-functional meetings and projects to support and implement improvements.

9.           Oversee the development and maintenance of documentation for IT support processes and procedures, ensuring clarity and consistency.

10.        Create and update documentation for IT support processes to ensure consistency and aid in training.

11.        Deliver basic IT training sessions and support onboarding of new team members.

Program Implementation & Compliance

12.        Ensure IT support procedures are followed and monitor compliance with established protocols.

13.        Perform routine inspections of IT systems to identify potential issues and ensure equipment is in good working condition.

14.        Support internal and external audits by preparing necessary documentation and evidence.

15.        Oversee the inventory of IT assets, ensuring accurate tracking and timely updates.

Training & Development

16.        Develop and deliver training programs for Digital & Technology staff and end-users to enhance skills and knowledge.

17.        Encourage teamwork and knowledge sharing among Digital & Technology support staff to improve service delivery.

Reporting & Communication

18.        Prepare comprehensive reports on Digital & Technology support activities, highlighting key metrics and areas for improvement.

19.        Maintain clear communication with end-users to provide updates on support requests and resolve issues effectively.

20.        Handle escalated support issues and ensure they are addressed promptly and effectively.

Team Collaboration & Continuous Improvement

21.        Share knowledge, provide support, and actively participate in team activities to foster a positive work environment.

22.        Seek feedback, attend training sessions, and stay updated on industry trends to enhance personal skills and team performance.

* Core Competency

1.           Focusing on Customers

2.           Collaboration & Teamwork

3.           Accountability & Proactivity

4.           Delivering Results

* Leadership Competency

1.           Leading with Impact

2.           Developing People

3.           Driving & Leading Change

4.           Forming & Sustaining Partnerships

5.           Creativity & Innovation