IT Manager

SUMMARY:
The IT Manager is responsible for managing and overseeing the organisation’s entire technology environment, including infrastructure, cybersecurity, user support, and all ERP systems used across the company.

POSITION INFO:

This role ensures the stability, integrity, and performance of all IT platforms while supporting business operations, driving improvements, and enabling strategic growth.

KEY PERFORMANCE AREAS

Hardware And Software Maintenance

• Ensure daily system backups are completed and securely stored, including offsite copies.
• Maintain all hardware in optimal working condition to support business operational needs.
• Recommend hardware upgrades or replacements based on lifecycle and performance.
• Ensure legal compliance for all software licenses used within the organisation.
• Troubleshoot and resolve software issues promptly to minimise downtime.
• Maintain and compile spreadsheets and data extracts derived from the Syspro.

Enterprise Resource Planning Systems Management

• Act as the overall custodian of all ERP systems within the organisation.
• Oversee ERP performance, availability, security, and data integrity across all modules.
• Manage ERP configurations, upgrades, enhancements, and system integrations.
• Maintain ERP access controls, permissions, and segregation of duties.
• Lead ERP-related projects, rollouts, and continuous improvement initiatives.
• Ensure ERP systems support operational, financial, and reporting needs
• Ensure full audit readiness and compliance for all ERP processes and data.

Infrastructure Management

• Manage network infrastructure and WAN connectivity across all branches.
• Oversee data lines linking branches to Head Office servers and cloud environments.
• Maintain email and messaging platforms, including Exchange.
• Ensure network uptime, optimisation, and security across the organisation.
• Support and maintain disaster recovery and business continuity systems.

Conduct

Project Management

• Lead and Manage IT projects, including the design and deployment of new IT systems and services.
• Manage timelines, resources, budgets, and communication for IT initiatives.
• Manage IT projects from conception to completion, ensuring they are delivered on time, within scope, and on budget.
• Implement project management methodologies to track progress, manage risks, and ensure successful project delivery.

User Support & Helpdesk Management

• Oversee IT support and helpdesk functions, ensuring timely and efficient resolution of user issues.
• Maintain high levels of customer satisfaction by ensuring the IT team delivers excellent service to end-users.
• Identify and address recurring issues by implementing long-term solutions and improving helpdesk processes.

IT Security & Compliance

• Ensure that IT systems are secure and compliant with relevant regulations, such as data protection and cybersecurity standards.
• Develop and enforce IT security policies and procedures to safeguard organisational data.
• Implement and monitor disaster recovery plans, backup solutions, and business continuity strategies.

IT Operations Management

• Manage daily operations of the IT department, ensuring all systems are running efficiently and securely.
• Manage system administration, network management, and server infrastructure maintenance.
• Ensure timely resolution of IT-related incidents and issues, providing technical expertise when needed.

Management of IT Service Providers

• Oversee and manage all external IT service providers responsible for supporting branch operations.
• Establish service-level expectations, performance standards, and contractual deliverables.
• Ensure service providers meet uptime, response time, and quality-of-service requirements.
• Monitor and evaluate provider performance through SLAs, KPIs, and periodic reviews.
• Coordinate support across multiple branches, ensuring consistent service delivery.
• Resolve escalated issues, enforce accountability, and drive continuous improvement with vendors.
• Manage relationships, contract renewals, negotiation of terms, and cost optimisation.

Ensure external providers comply with organisational security, data protection, and IT governance standards.

Stock take and Month End support

• Prepare ERP systems for all stock takes, including system freezes and validation checks.
• Provide technical support for month-end and year-end system rollovers in coordination with Finance
• Ensure scanning devices, applications, and warehouse connectivity are fully functional.
• Provide training and support to users participating in stock takes.
• Validate and import count data, troubleshoot discrepancies, and support reconciliations.
• Analyse system performance post‑stock take and recommend process improvements

Core Competency

Behavioral Indicators

Change Management

Leads change initiatives through ensuring that systems and behaviour are aligned to the overall objectives. Responds in a positive and flexible manner to change and uncertainty.

Ability to work under pressure effectively.

Effectively manages pressure, demands, and adversity, demonstrates self-awareness to recognise moments of mental instability, and exhibits strong emotional intelligence. Seeks assistance when needed

Planning and Organising

Prioritises, plans and organises activities to ensure urgent issues are resolved and longer-term value is added.

Effective Communication

Communicate clearly with both technical and non-technical stakeholders, ensuring all team members are on the same page.

Risk Management

Limits risk to the organisation by ensuring implementation of an effective risk management system within the organisation’s business risk and governance framework.

Decision-Making Under Pressure

Applies rigorous critical reasoning and strategic thinking to enable sound, complex business decisions with a long-term impact.

Continuous Learning

Stay updated with the latest trends and technologies to ensure the team uses the most efficient tools and practices.

Attention to Detail

Ensure meticulous planning, monitoring progress, and that all deliverables meet required standards and specifications.

Empathy and Emotional Intelligence

Build strong relationships with team members, understand their challenges, and provide necessary support to keep them motivated and productive.

Safety Awareness

Adheres to safety protocols to maintain a hazard-free environment.

PREFERRED MINIMUM EDUCATION AND EXPERIENCE

• Grade 12 or NQF 4 equivalent
• Tertiary qualification in information technology, Computer Science, or related field
• 5-8 years of experience in IT with at least 3 years in a management role
• Syspro knowledge

SKILLS REQUIRED

• In-depth knowledge and hands on experience of IT infrastructure, networking, systems administration, Applications, cloud platforms, cybersecurity and end user support.
• Proven ability to manage suppliers and IT budgets