The incumbent leads the Digital Operations, Platforms and User Support Unit, responsible for planning, coordination, delivery, and continuous improvement of digital operations and end-user ICT services. This includes managing service desk, user support, workplace technology, and IT asset management.
A minimum of ten (10) years of progressively responsible experience in ICT end-user support, service desk operations, or IT service coordination is required (or 8 years with first level university degree). Experience in front-line user support and incident/request handling is required. Experience in endpoint/workplace support activities is required. Experience in IT asset inventory management is required. Experience in application of service management processes and procedures is required. Experience in planning, assigning, supervising and reviewing the work of support staff is desirable. Experience managing contracts with external service providers is desirable. Experience troubleshooting technical/user support issues and managing escalations is desirable. Experience of IT contract management (i.e. outsourcing) is desirable.
High school diploma or equivalent is required. ITIL 4 Foundation Certification is required. ITIL 4 Managing Professional Certification is desirable. Relevant vendor certifications (e.g., Microsoft 365, Azure, Windows/Endpoint administration, Jira) are desirable. Relevant training in networking, cloud platforms/services and ERP environments is desirable.
