About the Role
The Department of Information and Communication Technology is seeking a dedicated Deputy Director: ICT User Support based in Mmabatho. In this pivotal role, you will oversee a team responsible for providing comprehensive computer support services, ensuring that our technology resources empower the community effectively. Your leadership will enable enhanced connectivity and support systems for various public service initiatives, thereby contributing to the overall efficiency of government operations in South Africa.
This role is essential in fostering an environment where technology can be harnessed to improve services for citizens. Your expertise in managing end-user support and network services will directly impact how effectively government departments can serve the public, making a genuine difference in the lives of those around you.
About the Department
The Department of Information and Communication Technology plays a crucial role in shaping the digital landscape of South Africa. Its mission is to ensure that technology is accessible and beneficial across all sectors of society. By working here, you will be part of a team committed to enhancing public service through innovative ICT solutions, ultimately leading to improved governance and community engagement.
What You’ll Do
- Manage computer support services to ensure optimal performance and user satisfaction.
- Provide network support and manage end-user assistance for seamless technology experiences.
- Oversee the installation and configuration of software, along with changes to network settings.
- Develop and maintain ICT end-user support policies to ensure consistency and quality.
- Mentor and lead the end-user support team, fostering a culture of continuous improvement.
- Conduct performance analysis on incident statistics and provide solutions for problem management.
- Ensure the availability of necessary resources for effective end-user support.
- Participate in various ICT projects to enhance departmental services and capabilities.
What You’ll Need
- A three-year tertiary qualification in Information Technology at NQF level 6 or related fields.
- A minimum of 5 years of experience in ICT within medium to large IT environments, with at least 3 years at an Assistant Director level.
- A valid driver’s license and ITIL certification are essential.
- Strong knowledge of ICT frameworks, government policies, and ITIL processes.
- Excellent analytical skills with the ability to interpret statistical data.
- Strong communication and interpersonal skills, with a focus on customer relations and problem-solving.
- Proficient people management skills and good decision-making abilities.
How to Apply
Please refer to the application instructions below for further details on how to submit your application.
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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).5 years’ experience in ICT at medium to large IT environment of which 3 years should be at Assistant Director Level.
Valid Driver’s license.
ITIL Certification.
Knowledge, Skills and Competencies: Knowledge and understanding of ICT frameworks, ITIL processes, 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
Manage the computer support services.Provision of network support services.
manage end user support services, Manage of mobile networking support service.
Manage provision of peripheral device support, installation of software, configuration and network changes.
Develop and maintain ICT end user support policies.
Mentor and develop the team.
Provide technical, direction, supervision and leadership to end user support team.
Provide computer software and hardware maintenance and support.
Ensure the availability of end-user support resources.
The Management of Incident and Problem management services; Analyse incidents statistics and provision of solutions emanating from incidents and problems.
Track performance statistics and produce reports of calls, ensure incidents are resolved with SLA, coupled with an improvement report.
Participating in ICT projects.
