A strong knowledge of operating systems and Microsoft tools, being the Subject Matter Experts (SMEs) of the services across the board. The team is responsible for patching and large-scale software deployments to all endpoints, implementing group policies to desktops, laptops, VMs, tablets, implement configurations to services like Enterprise File Sharing Solutions and Office suite management (deployment and configuration). The team is also responsible for championing all the services, interacting with other technology teams and end users to gather requirements, and develop innovative ideas that would improve the services. They will help in leading projects managed by the team as well as being the technical lead in larger projects managed by the PMO.

The individual will be responsible for managing the services and technologies described above with the following responsibilities:
• Split the time on providing 3rd level support and on-call/on-stack for the endpoints, implementation of... the services, deployment of security patches and large-scale rollouts, and working with the engineering team on innovative ideas and new solutions.
• To identify patterns of issues and work with engineering on automating global fixes.
• Continuous two-way communications and engage with Desktop Engineering teams to review technology roadmaps, enhancements, and upgrades. Work with Engineering team on innovative ideas and new solutions.
• Provides support for issues escalated by the L2 and L3 teams.
• Implement and support innovative solutions and processes developed by Desktop Engineering to continuously improve services and technologies.
• Responsible for maintaining design documents in accordance with standards.
• Implement projects to improve the user experience, security, and management of desktops, laptops, VM and tablets.
• Provide technical leadership and guidance to team members.
• Collaborate with other IT teams and stakeholders to identify and resolve complex technical issues.
• Knowledge of vulnerability and patch management process, working knowledge of Nessus or any other vulnerability scanning tool.
• Knowledge of deployment tools like SCCM, BigFix and Microsoft Intune .
• Develop and implement IT infrastructure solutions to meet business needs.
• Monitor and maintain critical IT systems, including servers, and databases.
• Ensure compliance with IT security policies and standards.
• Evaluate new technologies and tools to improve IT operations.
• Manage vendor relationships and contracts for IT services.
• Document procedures, configurations, and technical issues
• Provide support with FTS model for critical systems and services on a rotational basis.
• Provide regular reporting and metrics on the performance of the team and IT systems.

Qualifications
• Bachelor's degree in computer science, Information Systems, or related field
• 8+ years of experience in IT operations or related field
• 3+ years of experience in a leadership or management role
• Strong knowledge of IT infrastructure, including servers, networks, and databases
• Experience with cloud computing platforms such as AWS or Azure
• Knowledge of ITIL or other IT service management frameworks
• Excellent troubleshooting and problem-solving skills
• Strong communication and collaboration skills
• Ability to work independently and manage multiple priorities
• IT security certifications such as CISSP or CISM are a plus
Botswana

Salary Criteria