IT Helpdesk Manager - Cape Town
Job details
Boldr is a purpose-driven outsourcing partner that builds customized solutions for fast-growing companies. We offer solutions in Data Management, Customer Experience, and Sales Enablement.
You can learn more about our services on our website:
We're also on a quest to rewrite the rules of outsourcing and lead our industry towards an impact-driven mindset. Why? Because we exist to help people grow and develop by creating a positive and measurable impact within our Clients, Company, and Community.
Read about our Impact Work here:
Drop us a line if you're interested in partnering with us! (Or just to say hi) We're always here to help.WHAT WILL YOU DO
This position will implement and manage technical and SaaS solutions ensuring security and quality standards are achieved.
Provide support and administration of Azure, Intune, Azure Active Directory, Google, computer hardware, and operating systems, and perform other job-related duties as required.
Participate in project-related work to deliver improvements in these areas.
Learn about and assist with the support of other applications and platforms, including solutions like Atlassian, AWS, GCP, and Git.
Team Management
Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
Ensure that team members are properly trained and working consistently to meet client needs
Ensure that the team meets company and client-specific KPI targets through product/service training
Internal Coordination
Performing analyses on CIS efficiency and integration.
Reporting to management on CIS development, implementation, and progress.
Collaborating with development teams and departments, as well as incorporating user feedback.
Ensuring CIS innovation and implementation.
Overseeing CIS user testing and adjustments.
Ensuring that products and services are delivered on time and within budget.
Managing software and hardware installations and upgrades.
Maintaining computer network infrastructure and ensuring network security.
Hiring and training new Tech staff.
External Communications
Be familiar with the client's key contacts, unique requirements, and operating processes
Demonstrate mastery of the company and client's offerings (i.e. its products and services)
Understand, investigate, and solve any complex client requests or complaints
Identify opportunities for continuous improvement and scaling growth.
Writing progress reports and delivering presentations to the relevant stakeholders.
Requirements
WHAT WE'LL LIKE ABOUT YOU
YOU ARE…
Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction.
Excellent problem-solving and analytical skills
Ability to work independently, leveraging available tools and resources
Strong communication skills, both verbal and written
Strong organizational skills with the ability to manage multiple priorities.
Strong attention to detail to ensure the accuracy of all work
YOU HAVE…
3-5 years experience leading onshore/offshore teams in a remote work environment
3-5 years experience with ITIL and managing Critical incidents
3-5 years of experience implementing, administering, and supporting Azure AD, IAM, Intune, and M365
3-5 years experience with Atlassian products: Confluence, Jira Service Management, etc
3-5 years experience with endpoint security products.
2+ years experience with developing KPIs / SLAs and using those metrics to drive continuous improvement in the HelpDesk.
2+ years of experience integrating systems with Azure and deploying SSO + MFA.
Experience managing DNS, SPF, and DKIM.
Experience troubleshooting in a multi-user high availability 24x7 environment.
Experience in PC repair, troubleshooting, and deployment (Windows and MAC).
3+ years of experience developing and maintaining technical documentation in Confluence.
Should have one or more of the following certifications: Azure, IAM, Intune, or other industry-relevant certifications related to Microsoft, Google, or AWS products.
2+ years experience working in an Agile environment, including project management of resources on the HelpDesk team.
2+ years of experience developing and driving process workflow improvement
2+ years experience with Asset lifecycle management
2+ years experience in vendor management
Experience administering Azure, AWS, Google, GCP.
Experience with domain registrars - GoDaddy \ Route53 \ Wix.
Experience one or more scripting languages, like PowerShell, Ansible, etc…
Experience automating workflows.
Experience with Modern Campus DestinyOne
Experience with budgeting
Experience de-escalating heated conversations
Experience with SQL databases and queries
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