Job summary

Mindspring Computing provides onsite and remote support for clients based mainly in the Cape Town region. The candidate must be based in Cape Town, has 10+ years’ experience in the IT industry, and a proven record in leadership and managing a technical team.

Skills will include Microsoft Servers with Hyper-V and Replication, Microsoft 365 Suite, Active Directory, TCP/IP, RMM, Azure, Internet services such as Mail Servers including Exchange and Linux. Project management experience and ability to set and meet deadlines in collaboration with Sales team.

Responsibilities include, but are not limited to:

Leading a team of Helpdesk staff and Support Engineers. Recognising inefficiency and driving process improvement to enhance the productivity.
Coordinating a variety of projects in a highly operational environment.
Working with teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service.
Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.

Requirements:

10+ years’ experience in the IT industry and 5+ years managing a medium sized client support team (IT helpdesk and field service preferred).
Ideally you will be degree educated and hold professional qualification relating to ITIL, and Microsoft and be able to meet the basic qualification requirements.
The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
A thorough understanding of the strategic vision and the ability to set the long-term direction of the team.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of best practices for service management.
Must be willing and able to learn new technologies – Excellent technical skills and a hunger to learn more
Proficient communication and business acumen and the ability to ensure a consistently high level of customer satisfaction.
Proficient technical aptitude, written and oral communications skills, and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations. This includes the ability to develop clear, concise documentation.
Proven ability to operate in an extreme high pressure dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required.

Please send your resume/CV