IT Support Technician Team Lead at Sanlam Group

What will you do?

• This role will be responsible to manage the team responsible for End User Support at all our Major(Class A sites) and for End User Release Management for all End User Devices.
• The role will also be responsible to drive continual service improvement programs, maintaining, and improving ongoing quality and Innovative services. This will include, but is not limited to, automation & self-service capabilities, end user training and skills upliftment and training of End User Support staff.

What will make you successful in this role?

• Provide end user computing support to BAU and Business Projects
• Coordinate improvement with service owners to identify optimization opportunities in the End User environment
• Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service and End User Support Service’s vision and strategy
• Management of End User SLA’s for Major Sites
• Ensures quality assurance on all testing and maintenance carried out in the EUS environment
• Management of the EUS budget and project budget to ensure costs are contained and managed
• Ensure EUS policies are documented, understood, and complied to by all the EUS support teammembers
• Provide input to Development of a plan to optimize, standardize and automate services to reduce costsand provide a more agile service which aligned to Sanlam’s Digital Strategy
• Coordinate all audit requirements and documentation related to the EU & OS Communications
• Monthly interface meetings with all Businesses which will include reporting to the various Businesses interms of the overall EUS and SLA achievement
• Develop and communicate a consolidated risk register and a mechanism to provide feedback tomanagement and clients on mitigation and escalations
• Regularly report on progress of initiatives and service improvements to management
• Manage EUS SLA’s and ensure that the necessary processes and controls are implemented andexecuted by internal SGT teams as well as external Service Providers if applicable
• Responsible for EUS&OS Release Management and Security Patching & Third-Party Patching ofendpoints
• Communicate quality improvement goals and vision and alignment with budgets
• Coordinate training and skills upliftment for the EUS Major Site Support staff
• Coordinate the relationship between vendors and the EUS resources
• Establish and communicate End User Service Escalation Matrix for Major Sites
• People management - This should include ensure efficient and ongoing training schedules for all EUS  Support team members, management of BEE targets, key man dependencies and succession planning and critical skills shortages
• Drive and own the EUS Problem Management process and ensure representation in the SGT Problem Management Forum
• Compliance to all SGT Policies and Procedures applicable for the End User Support Staff
• Identify and implement continuous Service Improvement initiatives in the End User Service environment
• Ensure that the End User Support Model for Major Sites align with the requirements of the Sanlam End Users and Sanlam’s nWOW (new Way of Work)

Qualification and Experience

Qualifications:

• Matric
• Post matric qualification in the field of Computer science or IT Management preferred.
• ITIL Education and/or Certification (At least ITIL3) preferred

Experience:

• A minimum of 10 years’ overall experience as End User Support Manager is preferred, with the last 3 insame or similar role

Knowledge and Skills

• Incident and Problem Tracking
• Compliance
• Information Reporting
• Computer Operations
• Computer Installation

Personal Attributes

• Interpersonal savvy - Contributing through others
• Decision quality - Contributing through others
• Action orientated - Contributing through others
• Optimises work processes - Contributing through others

Core Competencies

• Being resilient - Contributing through others
• Collaborates - Contributing through others
• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others