Corporate Help Desk Team Leader | IT (Hospitality Industry)?Cape Town
R 55 000

Lead the Corporate Help Desk team based in Cape Town in order to guarantee a 24/7 support of our core systems ensuring that the user community and the field IT teams get specialised IT assistance in accordance to the company policies , adapted frameworks ( ITIL 3.0) and the company values.
MAIN DUTIES AND RESPONSIBILITIES:
Ensure the corporate help desk team provides 1st Line support for all centrally managed applications (corporate applications )
Provide 2nd and 3rd line support for corporate applications and field ( on-premise applications
Escalate and monitor resolution Implement agreed strategies and associated plans
Implement and maintain the company wide standards and policies.
Organise a 24/7 coverage ( on-call model ) for emergency incidents .
Be responsible for the management of IT and systems risk and compliance
Lead the corporate help desk team ensure that the staff is aligned with companies vision, mission, values and strategic priorities.
To communicate and provide recommendations to the Corporate Services Manager in areas of IT ?expertise.
Ensure the continued, uninterrupted operation of the centrally managed systems and IT infrastructure ?required for the company’s services, secure from threats and operating within agreed performance ?metrics
Plan and manage the departmental budget and the IT capital expenditure program
Implement a continuous measurement, review, audit and benchmarking process to monitor the ?security, capacity and performance of systems.
Monitor Service Level Agreements ( SLA ) for the internal IT groups .
Monitor and Report performance to corporate IT manager
Work with the Corporate IT senior management to plan schedules and priorities and respond to any ?major issues.
When required travel to any of our companies location as part of a task force for specific assignments that include but are not limited to new openings, remediation plans and severe incidents recovery. ?

OTHER REQUIREMENTS:
Eduction & Qualification
Essential:CompTIA A+
CompTIA N+
MCSE Windows 2012 or later
ITIL V3 Foundation

Desirable :
Bachelor or equivalent in computer science.
CompTIA A+
CompTIA N+
MCSE Windows 2012 or later
Ruckus Zone Director Certified
CCNA Switching
ITIL V3 Practitioner

Work Experience:
5 years + experience in hospitality IT management.

Skills & Knowledge:
Essential:
Must have knowledge of
TCP/IP, DHCP, DNS, IIS, RADIUS
VLAN management, static routing, subnetting
Windows Operating systems (both server and client)
Active Directory Domain Services
Group Policy Management
Powershell (CLI)
Perimeter security (Firewalls)
Google Enterprise Suite (G Suite)
Voice Systems
Oracle Opera PMS
Microsoft SQL Server Management
Service Now ITSM Administration
Backup solutions (Cloudberry, VEEAM, Backup Exec)
IPTV technologies
Wireless network technologies

Desirable :
TCP/IP, DHCP, DNS, IIS, RADIUS, NAP
VLAN management, static routing, subnetting
Windows Operating systems (both server and client)
Microsoft Terminal services, RDGateway
Active Directory Domain Services
Group Policy Management, WMI Filtering
Powershell (CLI and Scripting)
Perimeter security (Firewalls, UTM, Packet inspection, IPS)
Google Enterprise Suite (G Suite, MDM)
Voice Systems (CISCO, AVAYA, MITEL)
Oracle Opera PMS 5.5 and above
Oracle Micros POS
Symphony Cloud
Microsoft SQL Server Management and scripting
Microsoft SQL database administration
Service Now ITSM Administration
IPTV technologies
Wireless network technologies – Ruckus, Aerohive, Meraki
Microsoft Azure, Powershell for Azure, Server orchestration
Google Cloud Storage