IT Systems Manager

SUMMARY:
The IT Systems Manager is responsible for the day-to-day operational management of the Server and Desktop Support teams. 
This role ensures stable, secure, and efficient IT services across server infrastructure and end-user computing environments, 
while proactively analyzing daily support tickets to identify trends, recurring issues, and improvement opportunities. The role 
serves as the key operational link between technical teams and the Head of IT Infrastructure.

POSITION INFO:
Key Responsibilities 1. Operational Management Manage the day-to-day operations of the Server and Desktop Support teams. Ensure the availability, performance, and reliability of all server and end-user computing platforms. Prioritize, allocate, and monitor workloads across support teams. Ensure support tickets are addressed within agreed service levels and updated with accurate root cause analysis and corrective actions. Oversee the timely resolution of incidents, service requests, and operational problems. Drive operational efficiency and service excellence across all support functions. 2. Project Management Develop and maintain project plans in collaboration with team members and stakeholders. Track and monitor project progress against agreed milestones and deliverables. Ensure projects are delivered within approved timelines, budgets, and quality standards. Coordinate the successful implementation of infrastructure initiatives and technology improvements. Ensure deliverables align with strategic IT objectives, operational requirements, and approved technology roadmaps. 3. Ticket Analysis and Continuous Service Improvement Support the effective allocation and prioritization of service desk tickets. Analyze daily support activities to identify trends, recurring incidents, and underlying root causes. Identify systemic issues affecting service stability, performance, or user experience. Recommend and implement preventative and corrective measures to improve service quality. Produce service performance reports and trend analysis to support operational decision-making. Drive initiatives aimed at reducing repeat incidents and improving first-contact resolution rates. Promote a customer-focused service culture for both internal and external stakeholders. 4. Server Infrastructure Management Oversee the management and maintenance of physical and virtual server environments, storage systems, and backup solutions. Ensure systems are patched, updated, and maintained according to established standards and schedules. Monitor server performance, capacity utilization, availability, and overall system health. Manage the implementation and compliance of backup and recovery policies. Ensure Disaster Recovery Plan (DRP) testing is conducted in accordance with policy requirements and meets agreed quality standards. 5. Desktop and End-User Support Management Oversee desktop, laptop, mobile device, and peripheral support services. Ensure effective user onboarding, offboarding, and asset lifecycle management processes. Maintain standardized desktop configurations, operating system images, and device management practices. Drive high levels of user satisfaction through effective support delivery and continuous service improvements. Ensure end-user technologies remain secure, compliant, and operationally effective. 6. Incident and Problem Management Act as the primary operational escalation point for server and endpoint-related incidents. Ensure timely communication regarding incidents, including root cause analysis, corrective actions, and preventive measures. Support technical teams during incident investigation, troubleshooting, and resolution activities. Ensure incident reports are completed in accordance with organizational standards and policies. Drive root cause resolution efforts and monitor the effectiveness of corrective actions through to completion. 7. Team Leadership and Development Provide leadership, mentoring, coaching, and day-to-day support to team members. Conduct performance reviews, skills assessments, and development planning. Foster collaboration and effective communication between infrastructure and desktop support teams. Ensure compliance with IT policies, procedures, and industry best practices. Support broader IT operational requirements and cross-functional initiatives as required by senior leadership. 8. Reporting and Communication Prepare and present monthly operational performance reports and service trend analyses. Highlight operational risks, recurring issues, service improvement opportunities, and key performance metrics. Escalate critical issues and emerging risks proactively. Contribute to infrastructure planning, operational strategy, and continuous improvement initiatives. Maintain effective communication with stakeholders at all levels. 9. Governance, Security, and Compliance Ensure systems, processes, and operational activities comply with relevant security frameworks, industry standards, and internal policies. Support internal and external audits, compliance assessments, and risk mitigation activities. Enforce change management, incident management, and problem management processes. Promote security best practices and ensure the protection of organizational information assets. Support ongoing governance, risk, and compliance initiatives across the IT environment. Skills and Competencies Strong leadership, people management, and staff development capabilities. Experience managing and coordinating activities across multiple departments. Proactive and solution-oriented mindset. Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. High attention to detail and commitment to quality. Ability to work independently and collaboratively within a team environment. Strong organizational, planning, and time management skills. Professional, ethical, and trustworthy approach to handling confidential information. Customer-focused with exceptional interpersonal skills. Ability to perform effectively under pressure and manage competing priorities. Strong judgment, accountability, and decision-making capabilities. Qualifications and Experience Education Bachelor's Degree in Information Technology, Computer Science, or a related field with 5-10 years of hands-on technical experience; or A minimum of 10 years of relevant hands-on technical experience supported by appropriate industry certifications. Preferred Certifications IT Service Management (ITSM) Project Management Professional (PMP) or PRINCE2 CISSP (Certified Information Systems Security Professional) CISM (Certified Information Security Manager) CompTIA Security+ CompTIA Network+ Microsoft Certified: Windows Server or Azure Administrator Relevant Linux Administration Certifications Experience Extensive experience managing Windows and Linux server environments, virtualization platforms, backup, and recovery solutions. Strong knowledge of end-user computing technologies, including Windows 11 and desktop support services. Experience supporting cybersecurity initiatives related to endpoint and server environments. Proven ability to analyze service desk metrics and ticketing system data to improve service delivery. Minimum of four years' experience managing technical teams and IT operations. Compliance, Health, Safety, and Information Security Responsibilities Employees are required to: Take reasonable care of their own health and safety, as well as that of colleagues and visitors. Adhere to all applicable organizational policies, procedures, and regulatory requirements. Report unsafe conditions, risks, incidents, or security concerns promptly. Protect the confidentiality, integrity, and availability of information and technology assets. Support and maintain established Quality, Information Security, Environmental, Energy, and Occupational Health & Safety Management Systems. Ensure compliance with applicable privacy and data protection legislation. Contribute to continuous improvement initiatives relating to quality, safety, security, environmental sustainability, and energy management. Maintain professional conduct and uphold organizational governance and compliance standards at all times. Apply now! For more IT jobs, please visit I also specialise in recruiting in the following: Software Development Data Engineer Data Analyst Infrastructure Architecture ... and more! If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles \/ positions. For more information contact: Sfundo Shoba Recruitment Consultant