Manager of Campus Support (P6) (x2 Posts APK & DFC) (Information & Communication Systems Division)
Position Summary
Introduction
The University of Johannesburg (UJ) is a vibrant and cosmopolitan university, anchored in Africa and driven by a powerful strategy focused on attaining global excellence and stature (GES). With an emphasis on independent thinking, sustainable development and strategic partnerships, UJ is an international university of choice. The University is guided by the Vice-Chancellor’s vision of “Positioning UJ in the Fourth Industrial Revolution (4IR) in the context of the changing social, political and economic fortunes of Africa”.
Job description
- Effectively manage Desktop Support Technicians in delivering a speedy and efficient IT service to campus users.
- Ensure that individual performance measures/agreements are in place
- Coach and mentor staff to achieve agreed performance targets
- Develop a training and skills development plan for staff
- Conduct performance reviews with staff as per the Performance Management Policy
- Hold regular team meetings with staff
- Monitor SLA performance for campus IT users.
- Assist in tracking SLA breaches and putting in place corrective to improve IT service delivery.
- Collate and present monthly SLA performance reports to ICS senior management and key campus stakeholders in collaboration with the Service Delivery Manager.
- Track and follow up on IT requests on behalf of the user.
- Provide a single point of escalation to the campus user community for all ICS services.
- Build and maintain strong and productive relationship with Campus stakeholders.
- Promote and champion IT services to the Campus IT user community.
- Navigate the ICS structure to seek solutions on behalf of the user.
- Act as liaison between ICS's technical teams and the service requester.
- Ensure timely, concise and effective communication with campus stakeholders regarding Service outages, Interruptions and Service improvements.
- Collaborate with the ICS Help Desk to provide a seamless IT service to the Campus community.
- Conduct monthly service reviews with individual stakeholders to understand service issues and identify project requirements and potential collaboration opportunities.
- Assist ICS to understand IT requirements and tailor its service by constantly providing campus specific feedback.
- Assist in communicating and interpreting UJ's ICT vision, mission and strategy.
- Represent ICS in a positive manner at all times.
- Help maintain an updated register of IT assets in the Campus
- Plan, compile, manage and execute the campus support budget
- Co-operate in compilation, testing and execution of the Information Security environment.
- Document and configuration management of the campus support environment.
- Establish and maintain a compliant environment through the conformance to legislation and UJ rules, the development of appropriate policies and procedures, and the application of best practice.
- Increase customer satisfaction
- Ensure the environment is well monitored and managed
Minimum requirements
- NQF Level 8 in Information Technology or Computer Science
- ITIL v3 Foundation.
- CoBIT 5 Foundation
- Middle Management (3 years)
- IT Service Management (3 years)
- Windows Desktop Support (3 years)
- Windows Server & Networking (3 years)
- Linux Support (optional)
- ITIL Knowledge
- Extensive knowledge of Windows Desktop & Server support.
- Extensive knowledge of ITIL aligned Service Management.
- Knowledge of IT policies and procedures drafting
- IT Solution development and implementation
- Knowledge of project management
- Knowledge of IT Asset Management and tools.
- Other ITIL Certifications i.e. OSA, SOA and SO (Service Operations )
- IT Project Management.
- IT Operations and support
- IT Management within Higher Education
- IT Asset Management
- Windows Desktop & Server admin.
- ITIL Service Management.
- Excellent communication skills.
- Customer relations management.
- IT policies and procedures.
- Collaborating with business managers to determine and deliver value adding IT solutions.
- Ability to interact across all levels.
- Managing Knowledge
- Collaboration
- Quality Driven
- Peoples Management
- Leadership qualities
- Strategic Thinker
- Results Driven
- Might be required to work outside normal working hours from time to time
- May be required to travel between campuses
- May be placed at any campus
Your application, comprising of a detailed Curriculum Vitae as well as the names and full contact details (including telephone numbers and e-mail addresses) of at least three traceable and credible referees must be uploaded before or on the closing date of the advertised post. Please also attach the following: a copy of your highest academic qualification, proof of registration with professional bodies you might belong to and if applying for an academic position, a list of accredited research output and/ or a portfolio of your creative output.
Please note that the University is obligated, in terms of recent amendments to the Criminal Law (Sexual Offences and Related Matters) Amendment Act 2021 (Act 13 of 2021), to assess all prospective employees (including applicants) against the National Register for Sex Offenders (NRSO). The outcome of such an assessment may have an impact upon possible employment with the University.
For more information, please review the following link: Justice/Criminal/NRSO.
If you require technical support / assistance on the UJ e-recruitment website, please contact our service provider PNET on the following contact details: 0861 227337/010 140 3099 or email ujsupport@pnet.co.za.
Candidates may be subjected to appropriate psychometric testing and other selection instruments.
In conjunction to merit on the basis of qualifications, experience and proven achievements the University of Johannesburg is committed to providing equal employment opportunities for persons with disabilities and those individuals from the historically disadvantaged groups. As necessitated by operational requirements the University reserves the right not to make an appointment to positions advertised. If you have not received a response from the University within 8 weeks of the closing date, you should assume that your application has been unsuccessful.
