Technical Operations Manager   Change Management
 Monitoring and providing feedback on process performance
 Following business processes towards accomplishing business goals specific for the organization.

Systems Administration 

 Interact with customers and staff at the technical level, as required.
 
Help Desk Administration 

 Log jobs on the helpdesk database utilizing helpdesk software. 

 Facilitate funds transfer across organization using application software.

 Allocating work orders to directly employed maintenance team and supply chain.

 Tracking job progress against pre-determined KPI�s including maximum allowable response and rectification times and implementing escalation procedures

 Investigate and resolve application functionality related issues and provide first level support and troubleshooting of MFS systems

 Assist in troubleshooting software application issues.

 Report back to clients and staff on job progress and completion � produce reports

 Maintain and update as appropriate all paperwork subject to contract audit

 General administration duties as and when required

 Provides assistance and advice to staff in the effective use of applications and information technology.
 Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance with management systems and Quality Control procedures.

IT Support and Enablement Management
 Testing,  monitoring and troubleshooting of hardware and software
 Provide technical support to users on the systems, software and hardware

Training
 Implement technical training for staff.
 Creation of brochures and training materials.
 Develop multimedia visual aids and presentations.
 Implement testing and evaluation processes.
 Carry out continuing education training.

 Business Process   Ensure that IT department business processes are defined and documented.
 Ensure the defined business processes are followed.
Help Desk Administration 
  Facilitate funds transfer across organization using application software
 Tracking job progress against pre-determined KPI�s including maximum allowable response and rectification times and implementing escalation procedures
 Assist with the stable running and quality of back office functionality  
IT Support and Enablement   Ensure system documentation is available and up to date
 Ensure client related issues are resolved timeously

Training  Ensure training documentation is available and up to date
 Ensure all staff are trained on all products
 Refresher training carried out periodically
     Min Bachelor�s degree in Commerce  2 years MS Office Skills
Writing and Verbal Communication Skills,Strong IT skills including Microsoft Office
Problem Solving
Decision Making
Communication
Innovation
Ability to work with confidential and sensitive information
Ability to meet deadlines and work flexible hours
Ability to manage multiple priorities and work in a fast-paced environment
Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
Proven ability to be flexible and work hard, both independently and in a team environment
Excellent communication and project management skills


Numerical Skills
  

Job evaluation subgrade: B