Assistant Manager - Desktop Support

TL;DR

Assistant Manager - Desktop Support (IT Operations): Managing day-to-day IT support and system compliance with an accent on incident management and staff leadership. Focus on ensuring service level agreement adherence, driving closure of critical incidents, and coordinating between internal and external technology groups.

Location: Onsite in Cape Town, South Africa

Company

hirify.global is an AI-powered leader in intelligent operations and transformation, providing domain-specific solutions for clients across various global industries.

What you will do

• Manage day-to-day IT support processes, including incident ownership and request fulfillment across client and company infrastructure.
• Line manage and develop the reporting IT team, setting objectives and conducting performance appraisals.
• Coordinate with internal and external technology groups to ensure project deliverables and deadlines are met.
• Oversee IT system compliance, reporting, and audit deliverables to ensure service levels are maintained.
• Act as a point of escalation for customers to manage expectations and ensure high customer centricity.
• Review business processes to identify risks and suggest improvements for operational efficiency.

Requirements

• Must be based in Cape Town, South Africa.
• At least 5+ years of experience in an IT Team Management Role.
• Required tertiary IT qualification and Matric.
• Proven experience in Asset Management, Stock Control, Incident Management, and Change Management.
• Experience in End-User Computing (EUC) management and compliance, including Anti-Virus and Patch-Management.
• Ability to work on a 24/7 rotation basis if required.

Nice to have

• ITIL Certification.

Culture & Benefits

• Opportunity to work within a global organization part of the Capgemini group.
• Exposure to an Agentic AI-powered environment focused on intelligent operations.
• Diverse experience across industries such as Banking, Healthcare, Insurance, and Logistics.