Desktop Support Manager
Desktop Support Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Desktop Support Manager is responsible for overseeing the IT support team to ensure smooth operation and maintenance of enduser computing environments. This role involves managing IT assets resolving technical issues efficiently and implementing best practices to optimize support services. The manager will also focus on leadership process improvement and strategic planning to enhance IT service delivery and user experience.
Minimum Requirements
- Bachelors degree in Information Technology (IT) Computer Science or a related field (preferred).
- Diploma in IT Computer Science or a related field (for candidates with extensive experience).
- ITIL Foundation certification.
- Microsoft Certified.
- CompTIA Network.
- CompTIA Security.
- 58 years of IT support experience.
- Handson experience in desktop support helpdesk or IT technical support.
- 25 years of leadership and management experience in IT support.
- Experience with ITIL frameworks SLAs and incident management.
- Familiarity with enterpriselevel IT infrastructure remote support and cloudbased systems (preferred).
Key Performance Areas
- Contribute to the End User Computing technology strategy and roadmap.
- Drive continuous improvement to enhance customer experience and environment stability.
- Align IT strategy with business needs and provide technical advice on standards and policies.
- Provide handson technical support to users.
- Maintain a test lab for patching and testing.
- Manage key infrastructure including boardroom and training room equipment.
- Ensure all actions are logged in the Service Desk System.
- Participate in project and provide support documentation.
- Report on project progress.
- Appraise and provide feedback to Desktop Engineers.
- Create a cohesive team culture and ensure staff availability.
- Identify cost optimization initiatives.
- Ensure all actions are logged and create performance reports.
- Enforce desktop security policies.
Technical Competencies
- Advanced hardware and software troubleshooting skills.
- Expertise in Windows macOS and Linux operating systems.
- Knowledge of enduser computing technologies (desktops laptops printers mobile devices).
- Familiarity with remote support tools (e.g. TeamViewer AnyDesk Microsoft Remote Desktop).
- Understanding of TCP/IP DNS DHCP VPNs and WiFi networks.
- Experience with Active Directory Group Policy and user account management.
- Strong knowledge of ITIL frameworks and ITSM tools (e.g. ServiceNow Jira Freshdesk ManageEngine).
- Proficiency with Microsoft 365 (Outlook Teams SharePoint OneDrive).
Behavioural Competencies
- Leadership & Team Management skills.
- Customer Service Orientation
- Communication & Interpersonal Skills
- ProblemSolving & Analytical Thinking
- Adaptability & Resilience
- Process Improvement & Innovation
- Accountability & Ethical Conduct
Closing Date: 16 April 2025
Please note that correspondence will be limited to shortlisted candidates only. Applicants who have not heard from us within 30 days of the closing date may assume that their applications have been unsuccessful and are hereby thanked for their interest. The filling of these positions will be aligned to AFGRIs Employment Equity Policy.
Applicants are informed that in order to consider any application for employment we will have to process your personal information.
A law known as the Protection of Personal Information Act 4 of 2013 (POPIA) provides that when one processes anothers personal information such collection retention dissemination and use of that persons personal information must be done in a lawful and transparent manner.
In order to give effect to this right we are under a duty to provide you with a number of details pertaining to the processing of your personal information. These details are housed under the HR Processing Notice which can be accessed and viewed on the AFGRI Group website HR Processing Notice we request you kindly download and read.
Required Experience:
Manager
Employment Type
Full-Time
