Job Title: Senior Manager, Network Infrastructure and User Support
NFT Consult, a leading HR Consultancy firm, seeks to recruit for it valuable client, a Global Technology Consultant. NFT Human Resource Solutions are customer tailored per industry requirements and are geared towards increased cost savings, process improvement leading to improved efficiency and effectiveness yet simultaneously strengthening quality and control of resources.
Job Summary: The Senior Manager, Network Infrastructure and User Support will manage the provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.
Key Duties and Responsibilities:
- Support the Director, IT in communicating the division’s strategic direction and objectives to all staff. Translate the strategy into specific deliverables for the unit.
- Assist in the definition of IT strategies, plans, policies, projects and service levels.
- Develop policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
- Keep abreast with the global and local best practices as it relates to the unit’s activities.
- Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
- Identify required resources, personnel, funding to achieve the unit’s strategy.
- Establish and maintain relationships with key internal and external stakeholders
- Coordinate the provision of first-level support to resolve IT related issues and technical problems such as: Hardware operational issues e.g. network connectivity, printing errors, drive failure, etc; LAN/ WAN/ Server downtimes; Application use and operation, particularly Microsoft Office suites; and Software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
- Actively coordinate the activities of the IT helpdesk and ensure adherence to defined policies and procedures.
- Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
- Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and thus facilitate their speedy/efficient resolution
- Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
- Offer input on possible enhancements to existing systems/ products, based on user queries/ feedback.
- Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
- Coordinate the activities of external vendors for asset maintenance and repair.
- Keep abreast of new end user technologies and apply knowledge to the client.
- Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
- Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
- Supervise inter-functional relations to ensure synergy across the various departmental functions.
- Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
- Monitor and control the budgetary needs of the unit.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
- Perform any other duties as assigned by the Director, IT.
Qualifications, Skills and Experience:
- The applicant should hold a first degree or its equivalent in a relevant discipline.
- Possession of a postgraduate/ professional qualification in a related field will be an added advantage.
- At least eight (8) to twelve (12) years’ experience with at least three (3) years in a Managerial role.
How to apply for the job:
All suitably qualified candidates should visit the web link below and create a profile on the NFT Consult website by entering their e-mail addresses. Please visit web link below and click Apply now if convinced you have the job requirements. The applications/CVs should be prepared in English and submitted in either MS Word or PDF format will be considered.
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