Assistant Manager - Desktop Support

About the role

WNS Global Services, part of Capgemini, is looking for an Assistant Manager (Deputy/Assistant IT Manager) for its Desktop Support function in Cape Town. The role assists the IT management team in maintaining, implementing and improving IT system compliance, owns day-to-day IT support and processes adherence, and lines manages and develops the reporting IT team.

Key responsibilities

• Monitor reporting, audit deliverables, change management, training and quality management so that deadlines and service levels are met.
• Own incidents and requests in both client and WNS IT environments, drive escalation and closure on a 24/7 basis.
• Ensure policies and strategies comply with defined standards and local compliance requirements.
• Understand client requirements and propose solutions in discussion with local and functional teams.
• Coordinate and manage projects with internal and external technology groups, and align technology, process and people with business objectives.
• Line manage the reporting IT team: plan workloads, set objectives, conduct appraisals and support continuous improvement.
• Draft IT Service Delivery reports for the Senior Management Team, and prepare schedules and coordinate approvals with resource managers and supervisors.
• Prepare evidence for Forefront audits and engage regularly with customers to manage expectations.
• Review business processes, identify risks and opportunities, and take corrective action on staff performance.

Required profile

• Tertiary IT qualification (required).
• At least 5+ years of experience in an IT team management role (required).
• Experience in asset management and stock control, incident management, change management and end-user computing management and compliance (including anti-virus and patch management) (required).
• Able to work on a 24/7 rotation basis if required.
• Good communicator, assertive, analytical and practical, with broad knowledge of the IT landscape and understanding of commercial operations.

Required skills

• ITIL framework knowledge (advantageous).
• Incident management, change management and end-user computing management.