Overview
Provides technical assistance and team supervision in desktop administration, server operations, service installation, procurement, and service coordination. Oversees onsite support operations and serves as Deputy for the onsite support pillar.
Key Responsibilities
- Provides full range of technical assistance and team supervision in desktop administration and support.
- Plans, schedules, and co-ordinates the work of the team.
- Oversees software distribution updates, scripting, testing and support.
- Performs 2nd level desktop troubleshooting.
- Provides full range of technical assistance and team supervision in server operations and administration.
- Oversees the installation, configuration, testing and deployment of server hardware and software.
- Undertakes complex trouble shooting of server systems.
- Supervises a team of installation or support staff.
- Diagnoses and resolves more complex hardware, software, or connectivity problems.
- Supervises the staff and oversees the operations of the Logistics Unit.
- Manages the procurement of inventory supplies.
- Supervises all staff and oversees the operations of the Service Coordination Unit.
- Acts as the client contact point for OICT services.
Required Experience
- A minimum of ten (10) years of progressively responsible experience in information technology, end-user support services, IT operations, infrastructure support, or a related area is required.
- At least five (5) years of experience supervising technical support teams and coordinating enterprise onsite support operations is required.
- At least five (5) years of experience supporting large-scale client environments and service delivery operations in a complex organizational setting is required.
- Experience overseeing multi-disciplinary onsite support functions, including desktop support, service coordination, logistics, and infrastructure support, is desirable.
- Experience with IT service management frameworks (e.g., ITIL) and service delivery platforms is desirable.
- Experience in data analytics, reporting, or performance monitoring is desirable.
- Experience with Microsoft 365 (M365), Azure, and cloud-based enterprise support environments is desirable.
Qualifications
- High school diploma or equivalent is required.
- Technical certifications in information technology, IT service management, systems administration, or related disciplines are desirable.
- ITIL 4 Foundation certification or other IT service management certification is desirable.
