Manager Technical Support at BCX

Core Description

• To oversee and direct technical support for core infrastructure to transform IT and realise the digitalisation journey for our clients. To lead the facilitation of operations architecture and IT continuity management for technical support team. Support best practices, deadlines, and quality control to provide enterprise level support to our customers/users  

Key Deliverables / Primary Functions

• Manage the administration and maintenance of the environment, in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts. 
• Manage the identification and mitigation of operational risk within Infrastructure. 
• Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance. 
• Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets. 
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation 
• Provide input, develop and manage the implementation of process and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customer  
• Participate in multiple, large scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements 
• Interact with customers when escalated to, to provide and process information in response to technical requests about products and services 

Core Functional Skills & Capabilities

• Risk Management
• Finance and Budget Management
• Team Management
• Infrastructure Technology
• Service Management

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Leading and supervising
• Deciding & Initiating Action
• Presenting and Communicating information
• Delivering Results & Meeting customer expectations
• Culture Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 5 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.  

OR 

• If the highest qualification is grade 12, 7 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector. 

Certifications

• Professional Memberships in Relevant Industry
• Level of Engagement & Span of Control
• Span of Control