About the Role
The Department of Information and Communication Technology is seeking a dynamic and skilled individual to join their team as the Deputy Director: ICT Support Services in Mmabatho. This pivotal role is crucial for ensuring that the provincial ICT service desk operates efficiently and effectively, providing essential support to various departments and the public. By managing and monitoring service desk operations, the Deputy Director will play a significant part in enhancing the quality of ICT services, thereby directly impacting the community’s access to technology and information.
In this role, you will lead a team dedicated to delivering first-line support, ensuring incidents are resolved swiftly, and problems are routed correctly. Your expertise will help develop and implement a Help Desk Service Strategy that adheres to best practices and aligns with the ITIL framework. By fostering a culture of continuous improvement and collaboration, your contributions will not only improve service delivery but will also empower the team to grow and excel.
About the Department
The Department of Information and Communication Technology is committed to advancing South Africa’s digital landscape, ensuring that all citizens have access to the necessary technological resources. The department’s mandate includes enhancing the efficiency of government operations through innovative ICT solutions. Working here means being part of a forward-thinking team that is dedicated to improving public service delivery and promoting digital inclusion across the province.
What You’ll Do
- Manage the provincial ICT service desk services, ensuring effective incident and problem resolution.
- Develop and implement a comprehensive Help Desk Service Strategy and standard operating procedures.
- Lead and mentor the helpdesk team, including interns, to foster professional growth and effective service delivery.
- Monitor user account activities and ensure compliance with service level agreements (SLAs).
- Track and analyze provincial performance statistics, generating reports to inform continuous improvement strategies.
- Communicate ICT service announcements to clients, ensuring transparency and effective engagement.
- Collaborate with other departments to address helpdesk matters and implement audit recommendations.
What You’ll Need
- A three-year appropriate tertiary qualification in Information Technology at NQF level 6 or related fields.
- A minimum of six years’ experience in ICT services/management within a medium to large IT environment, with at least three years at the Assistant Director level.
- ITIL certification is essential; COBIT certification will be an added advantage.
- Strong understanding of ICT frameworks, government policies, and statistical data analysis.
- Excellent written and verbal communication skills, with a focus on problem-solving and customer relations.
- Proven people management skills and the ability to make sound judgments and decisions.
How to Apply
Please refer to the application instructions below.
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Requirements
Three- year appropriate tertiary qualification in Information Technology at NQF level 6 and/or related qualifications (NQF level and credits).6 years’ experience in ICT services /management at medium to large IT environment of which 3 years should be at Assistant Director Level.
ITIL Certificate.
Valid Driver’s license.
COBIT certification/qualification will be an added advantage.
Knowledge, Skills and Competencies: Knowledge and understanding of ICT frameworks, government policies and prescripts.
Knowledge of analysing statistical data.
Strong written and verbal communication skills, Problem solving, good customer relations, customer focused, interpersonal skills and emotional intelligence.
People management skills, understanding of working with systems, desktop and network support field.
Good judgement and decision making.
Job Duties
Management and monitoring of provincial ICT service desk services.Ensure incidents and problem routing, first line support and escalation are done within services targets.
Develop and implement a Help Desk Service Strategy and standard operating procedures.
Follow ITIL framework and best practices.
Manage and monitor user account activities.
Effective and efficient management, supervision and mentor of the helpdesk team, including interns.
Track provincial performance statistics and produce daily, monthly and quarterly reports, coupled with an annual improvement plan.
Assess need for any system configurations, based on request trends and make recommendations.
Communicate ICT service announcements to the clients.
Participate in SLA engagements.
Implement audit recommendations.
Collaborate with other Departments on helpdesk matters.
