Assistant Manager - IT Helpdesk

About the Role
The role involves leadership and management of the IT Helpdesk Unit to ensure the effective achievement of unit objectives. This includes enhancing efficiency and competencies in service delivery as well as overseeing technical support and endpoint security initiatives. The position offers an opportunity to lead a team in a dynamic environment focused on continuous improvement and operational excellence.

Key Responsibilities

• Leadership

  • Lead the IT Helpdesk Unit by setting individual objectives, managing performance, and developing staff.
  • Enhance core efficiencies and leverage technologies to maximize performance and broaden the scope of IT Helpdesk services.
  • Manage recruitment and performance as per IT management direction.

• IT Helpdesk and Service Management

  • Manage all IT and Information Security requests and incidents.
  • Troubleshoot and provide timely technical assistance to users regarding technical issues and faults.
  • Oversee technical support for IP Telephony, video conferencing, CCTV systems, and biometric systems.
  • Manage infrastructure support for desktops, laptops, and printers, including diagnosis and preventive maintenance.
  • Conduct end-user training on IT software and hardware.

• Endpoint Security & Patch Management

  • Analyze and assess potential threats to exposed endpoints, identifying impacts, risks, and prioritizing necessary changes.
  • Implement endpoint security measures based on assessed internal and external threats.
  • Deploy endpoint security tools and approved software on user machines.

• Asset Management

  • Ensure effective inventory management of IT laptops, desktops, peripherals, and Telephony equipment.
  • Raise requisitions and purchase orders for timely replenishment of stock to meet safety standards.
  • Manage the disposal of all IT assets.

• Policies, Systems, SLA, Processes & Procedures

  • Recommend and implement improvements to IT policies, procedures, and controls to adhere to legislative requirements while providing quality service.

• Health, Safety, and Environment

  • Ensure compliance with health, safety, quality, and environmental management procedures to guarantee employee safety and legislative compliance.

• Continuous Improvement

  • Encourage staff contributions to identify opportunities for continuous improvement in IT systems and practices.
  • Stay informed on trends and best practices in IT, evaluating new technologies for feasibility and recommending suitable practices for operational excellence.

Knowledge and Experience Requirements

• Bachelor’s degree in Information Technology or a related field.
• 5 to 7 years of experience in a similar environment.