Group IT Manager

• be willing to work with exec level managers, handle push back and be resilient.
• be trustworthy and capable.
• be able to come in and solve issues, build policies and procedures.
• be accountable and responsible to build the central IT services function with excellence and care!

• Matric Certificate.
• A+ / N+ - MS Certificate/Engineer.
• MCITP
• Network Security + Diploma in IT Systems Administration (NQF level 4/5) one.
• 10 years in IT Administration/Networks.
• 3 Years in IT Management.
• Must be able to communicate in both English and Afrikaans.
• Valid driver's license and own vehicle.
• Willingness to travel as required.

• Manage and oversee the user helpdesk and single ticketing system.
• Attend to complex and high-priority support tickets directly.
• Develop and implement strategies to reduce the number of support queries and improve user satisfaction.
• Report on helpdesk and ticketing system activity, including improvements in efficiency and effectiveness.
• Oversee and support the planning and delivery of user training programs.

• Identify IT security risks and threats and develop and implement solutions to manage these risks.
• Prepare, implement, and monitor IT security policies and protocols to ensure alignment with current industry standards.
• Ensure all IT systems, servers, and devices are protected with appropriate security measures such as firewalls, antivirus software, malware protection, and strong password protocols.
• Regularly test, document, and report on the effectiveness of key security controls to minimize penetration risk.
• Manage user profiles and passwords for all systems, including the creation and removal of accounts on a monthly basis.
• Ensure compliance with IT-related aspects of data protection legislation.
• Respond to and manage IT security emergencies.

• Ensure that software and firmware updates are performed regularly and completely.
• Ensure all system backups are completed successfully, tested regularly, and documented; address any issues identified.
• Manage user accounts, including reviewing and approving access levels on servers.
• Monitor and resolve server-related issues in collaboration with service providers to ensure timely resolution.
• Manage, maintain, and optimize virtual machine (VM) environments.
• Administer SQL databases to ensure their security, integrity, performance, and availability.
• Monitor and optimize server environment performance, including RAM, CPU, and hard drive utilization.
• Plan, implement, and test failover and disaster recovery solutions.
• Respond to and manage server emergencies.

• Manage local and public networks to ensure optimal, cost-efficient connectivity, uptime, and speed.
• Maintain and monitor network devices, cabling, and related software.
• Design, maintain, and improve network infrastructure in line with current industry standards.
• Regularly test failover systems to ensure network continuity.
• Respond to and manage network emergencies.

• Maintain an accurate IT infrastructure and hardware register that aligns with accounting records.
• Monitor and report on hardware upgrade and replacement needs.
• Manage ongoing maintenance and repair of all IT infrastructure and hardware.
• Regularly review and maintain an approved vendor list for IT infrastructure and hardware, focusing on quality, price, and service.
• Provide support during the procurement of IT hardware in coordination with relevant departments.
• Ensure the effective management and maintenance of hardware such as PCs, laptops, tablets, mobile phones, telecommunication devices, UPS systems, and CCTV equipment.

• Maintain accurate records of all software in use within the organization.
• Ensure that adequate, up-to-date software licenses are available and compliant with supplier agreements.
• Ensure all users are utilizing the most appropriate and current software versions.
• Coordinate and support training to help users maximize the benefits of software applications.
• Develop in-house expertise by ensuring there are sufficient "super users" available to support end users and reduce dependence on external consultants.
• Ensure that all websites are consistently maintained and remain available.

• Lead, manage, or coordinate IT projects from initiation to completion.
• Research and propose IT solutions to address user needs and challenges.
• Determine and document user requirements for new IT initiatives.
• Scope, prioritize, and plan IT projects based on strategic and operational goals.
• Implement, manage, and monitor IT projects as required.
• Conduct project closeout procedures, including benefit realization and formal sign-off.
• Participate in operational project teams to integrate IT solutions and enhance technology usage.

• Prepare and present comprehensive departmental reports.
• Provide regular updates to senior leadership on departmental activities, projects, initiatives, and emergencies.
• Oversee and support the management of IT service providers, contracts, and adherence to service-level agreements.
• Support the delivery and improvement of IT user training programs.
• Manage IT department staff, including performance management and professional development.
• Monitor and maintain IT department systems and internal processes.
• Actively manage assigned service providers and contracts to ensure value and accountability.
• Lead automation and digitization of business processes, including intranet platforms, cloud backup, archiving, and other relevant systems.
• Develop, implement, and maintain IT policies and standard operating procedures (SOPs) for key processes.
• Ensure that accurate timesheets are maintained for all IT staff and report on productivity.
• Monitor, plan, and forecast IT capacity and resource requirements across the organization.

• Deliver high-quality service to all internal users and stakeholders.
• Communicate progress on tasks and projects proactively, without needing to be prompted.
• Allocate time effectively to address important, non-urgent projects.
• Practice active listening by understanding others before seeking to be understood.
• Ensure that the impact or result of any project or task is fully integrated and sustained within the business.

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