As an IT Systems Manager at Teraco, you'll oversee the daily operations of server and desktop support teams. Your role is crucial in ensuring stable and efficient IT services while driving improvements based on ticket analysis.
Collaborative and focused on operational excellence.
**PURPOSE OF THE ROLE** The IT Systems Manager is responsible for the day\-to\-day operational management of the Server and Desktop Support teams. This role ensures stable, secure, and efficient IT services across server infrastructure and end\-user computing environments, while proactively analyzing daily support tickets to identify trends, recurring issues, and improvement opportunities. The role serves as the key operational link between technical teams and the Head of IT Infrastructure. **MAIN FUNCTIONS OF THE JOB** ***Operational Management*** * Oversee daily operations of the Server and Desktop Support departments * Ensure system availability, performance, and reliability across all platforms * Prioritize, assign, and monitor workloads across both teams * Ensure Tickets are delt with in a timely manner and updated with accurate root cause and correctives * Ensure service requests, and problems are resolved timeously. ***Project Management*** * In consultation with team members, compile project plans * Monitor and track performance against plans * Ensure that plans executed within the required timeline, to the required quality and within the agreed cost. * Ensure that delivery is as per the committed IT Roadmap or Operational Risk report or as agreed with Leadership ***Ticket Analysis \& Service Improvement*** * Support the Operations Administrator in ticket allocation and prioritisation. * Analyze daily service desk tickets for trends, recurring incidents, and root causes * Identify systemic issues impacting service stability or user experience * Recommend and drive corrective and preventative actions * Produce trend analysis and service insights for reporting and decision\-making * Work with teams to reduce repeat incidents and improve first\-time resolution * Implementation of a client centric approach, irrespective whether the client is internal, external or a service provider user ***Server Infrastructure Oversight*** * Supervise management of physical and virtual servers, storage, and backup systems * Ensure patching, updates, and maintenance are performed according to standards * Monitor capacity, performance, and health system * Monitor \& manage implementation of the backup policy * Ensure the DRP testing is conducted as per policy and that the quality of the testing is to the required standard ***Desktop \& End\-User Support Oversight*** * Manage desktop, laptop, and peripheral support services * Ensure effective user onboarding, offboarding, and equipment lifecycle management * Maintain consistent desktop standards, images, and configurations * Drive high levels of user satisfaction and service quality ***Incident Management*** * Act as first level escalation on all endpoint and server incidents * Provide timely communication as per the Company structures on root cause, correction and corrective action * If required, support the team members in incident investigation and resolution * Ensure that incident reporting is submitted as...
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