IT Support Manager at Faircape Group March, 2024

Job Description

We are looking for an experienced IT Support Manager who will be responsible for  managing and supporting the IT team and Client Liaison Managers of Faircom and to ensure timely and accurate delivery of daily requirements.

If you are a strategic thinker, possess strong leadership skills, and are passionate about delivering exceptional IT support services, we want to hear from you. 

Duties will include but are not limited to the following:

Staff Management: 

• Management of all administration of the IT Department 
• Oversee and schedule technicians for installations and site visits 
• Ensure that technicians are following accurate procedures to capture all the relevant information after a site visit
• Monitor stock that gets distributed to the technicians and ensure that only required equipment leaves the department
• Ensure that the technicians are completing regular maintenance on all data rooms and node rooms 
• Overview all reports logged by technicians of the node rooms and ensure that if any faults are reported that it is attended to efficiently
• Manage and ensure that all assigned tasks are completed by the Desktop Support Technician 
• Ensure the timely and efficient delivery of IT support services across the IT department 
• Ensure that all IT equipment is up to date and functioning. (PC’s, laptops, phones, WIFI) .
• Report on any faulty equipment and ordering of new stock when necessary
• Oversee and assist the Client Liaison Managers of Faircom with any administrative tasks
• Provide guidance and task assignment to staff 
• Ensure that staff adhere to standard operating procedures
• Manage the following staff complement:
• 2 Cabling Technicians
• 1 ISP Support Technician
• 1 Desktop Support Technicians
• 2 Client Liaison Managers

Business Unit Support 

•  Analyse the businesses needs presented by users and recommend technical solutions with completion timeline.
• Manage network equipment stock levels and ensure that stock levels are sufficient for the business unit to perform both customer installations or infrastructure upgrades or repairs.
• When required, manage Google Suite and the administration of the components thereof 
• Identify opportunities for improvement in IT support processes and workflows
• Draft, review and implement IT policies and procedures for the organisation

Administration

• Oversee and manage the sales team in regards to all administrative processes in Faircom together with the Group Admin Manager  

Qualifications

• Grade 12
• Bachelor’s Degree in Information Technology or equivalent advantage

Experience and knowledge

• Proven experience in similar role
• Proven organisational and administration skills.
• Experience in a commercial environment, including developing & implementing effective work processes, procedures and controls
• Project Management: Coordinate administrative aspects of IT projects, ensuring resources are allocated appropriately 

Skills and attributes

• Technical Proficiency: In-depth knowledge of IT systems, networks, and infrastructure
• Ability to troubleshoot complex technical issues.
• Leadership Skills: Strong leadership and management capabilities to guide and motivate the support team. Experience managing a team of up to 8 staff members
• Communication Skills: Excellent communication skills to interact with both technical and non-technical stakeholders. Effective written and verbal communication for documentation and reporting.
• Problem-Solving Skills: Proactive approach to anticipate potential issues and implement preventive measures
• Customer focused: Establish and maintain positive relationships with internal and external clients. 
• Proactive approach 
• Adaptability and Flexibility