TIA Consultancy seeks an Information Technology Manager *R400K* CTC per annum, Cape Town, ZA

PURPOSE:
Manage the efficient functioning of the contact centre telephony and computer systems.
Provide and coordinate support services for both hardware and software.
Manage and coordinate the activities of the team of IT Support Technicians to achieve optimal levels of performance.
Be flexible to contribute to the efficient operation of the contact centre as required.

DUTIES:
Coordination and accountability for the resolution of daily IT work requests (OTRS). Establish a work programme with the IT support team for efficient resolution of requests
Develop and manage a site work programme, coordinating business demand with IT continuous improvement initiatives & IT projects
Develop backup/recovery procedures that meet with Business continuity and Disaster recovery planning and assessment needs
Manage & participate in local site projects, setting clear project timelines, responsibilities and expectations of IT
Manage, design and document local infrastructure changes.
Manage IT relationship with local external service providers
Organize the physical integration of information technology into new or existing work environments
Facilitate the procurement and install hardware components such as desktop computers, file servers, storage and multiple workstation facilities, managing and ensuring compliance with Company standards
Maintain inventories for software, hardware and licensing and maintenance arrangements in accordance with the Asset Management Register
Ensure adequate IT service provision and back-up during out of office hours
Facilitate problem solving and collaboration with the back office support teams, Mindpearl management, external contractors and clients
Set team objectives and monitor the performance of team members, providing on the spot coaching and feedback
Conduct formal performance reviews with direct reports as per the Mindpearl performance management system
As a subject matter expert, participate in the promotion of the call centre to prospective clients and industry members as required
Identify and implement efficiencies and cost savings in call centre work processes

REMUNERATION:
Per month: R 33, 333.33 - per month
Per Annum: R400K Cost to Company – per annum
Company environment: Corporate

THE EXPERIENCE WE ARE SEEKING:
Relevant qualification in IT technical support and or systems / network administration (University graduate)
At least 3 – 5 years’ experience in an IT manager role in a contact centre environment
Extensive experience in the set-up and maintenance of telephony equipment, networks, servers, desk-top and lap-top hardware
Knowledge of Open Source systems and support applications
Knowledge in Microsoft and/or Linux operating systems and Avaya systems
Ability to document and manage site schematics and supporting documentation
Understanding and ability to develop an understanding of customer applications and requirements
Proven experience in dealing with both internal and external customers
Demonstrated skills in managing vendor service delivery, and procurement processes

THE PERSON WE ARE SEEKING:
Available to work on a full-time, flexible basis any day of the week
Able to plan, organize and execute task to completion and within deadlines, managing competing priorities effectively
Able to remain calm in stressful situations and remain focused on the job at hand
Self-motivated and able to apply initiative to solve problems and improve work processes
Understands and values the commercial impact of decisions
Ability to set clear direction, objectives and evaluation for team members
Willing to assist knowledge and skill development of colleagues and team members
Communicates information effectively in English, in a friendly and supportive manner
High degree of confidentiality and business acumen

Apply along with your written references + photo in professional attire & updated CV in word format.
We look forward to receive all applications; we aim to respond as promptly as possible to your application, however, due to the high level of applications we receive we are only able to contact candidates who closely match the level of skills and experience of the requirements of our clients. Thank you for your understanding.