Direct Reporting Line:Campus HeadVega Schoolis an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications accredited by the Council on Higher Education (CHE).The IIE Vega, Cape Town National Office has a vacancy for a Head: ICT Support who will provide support to the following Cape Town business units:IIE Vega School National officeIIE Vega SchoolThe IIE’s Varsity CollegeDuties and Responsibilities:Infrastructure SupportAccountable for Branch ICT infrastructure and ensures infrastructure is able to support teaching and learningCoordinates the deployment of systems, servers and infrastructure within the campus. Reduction in SLA targets missed and threatenedMonitors and oversees ICT security systems and performs periodic tests and checks to ensure that everything is according to requirements.Improves customer satisfaction and perceptionReduces SLA breaches caused by underpinning contract and/or OLA breachesTechnical escalation point for Senior ICT SupportNegotiates and establishes Service Level Agreements (SLA’s) with Business and OLA’s with technical staff Service Delivery Escalations Total number and percentage increase in fully documented SLA’s in placeOversight and management of Service Desk operations for respective campuses and ensuring the correct assignment, resolution and/or execution of Incidents, Problems, Changes, and Service requestsIncrease in completeness of Service Catalogue versus operational servicesCompilation and submission of fortnightly Service Delivery reportsFoster and maintain positive rapport and good relationships with business to ensure processes are integrated to support customer Service Level AgreementsFacilitating change and release management processesFinancial SupervisionReduces costs related to ICT service deliveryCompiles ICT budget for campus and oversees *** & OPEX spendCompletes procurement processes (e.g. quotes) timeously and accuratelyEffectively communicates and coordinates tasks and projects with campus ICT staffManages *** applications, Purchase orders, asset management, etc.Manage the Interface with the Business and UsersDocuments and agrees processes and procedures in place (e.g. framework)Reduces outstanding SLAsAttends and reviews minutes of campus operations meetingsSchedules meetings with campus senior management teamsStaff SupervisionEnsures that the campus has the necessary ICT support during operational hoursCo-ordinates and oversees campus ICT & SICT Support staff activities and engages in short to medium term tactical planningProvides input into the ICT Supports' interview and hiring process, leave requests, appraisals and KPA settingProvides mentorship to ICT SupportsDevelops training & succession plan for ICT Supports Competencies required: Good interpersonal skillsComputer literacy and systems administrationTime management and organisational skillsInitiative and problem solving prowess.Strong communication skillsAbility to cope in a pressured environmentMinimum Education Requirements:Minimum of a Higher Certificate / Occupational Certificate Level 5 (NQF Level 5) in A+/N+ /MCSE / MCTIPAdvanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in A+/N+ /MCSE / MCTIP are advantageousITIL Foundation Certified is advantageousMinimun Work Experience Requirements:Minimum of 2 - 3 years ICT Support/Service Desk agent.Special Requirements:Driver's License andMust be willing and able to work the required ICT shift structure working hours.The successful incumbent will be based at the Cape Town National Office (The IIE’s Varsity College Cape Town, Quadrant Building, 146 Campground Road, Newlands, Cape Town, 7700).The IIE's Vega Schoolis an Equal Opportunity Employer. However, preference will be given to previously underrepresented groups in accordance with the South African Employment Equity Act.#J-18808-Ljbffr