ICT SERVICE SUPPORT LEAD

SUMMARY:
The above-mentioned senior position exists within the ICT Infrastructure and Client Service Department and is responsible for providing direct leadership to the department in the achievement of set objectives and targets

POSITION INFO:

ICT SERVICE SUPPORT LEAD

The above-mentioned senior position exists within the ICT Infrastructure and Client Service Department and is responsible for providing direct leadership to the department in the achievement of set objectives and targets. The main purpose of the job is to lead and motivate a team of Help Desk and technical team to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness within the organisation’s budget. This includes frequent contact with customers, direct reports, peers and possibly independent vendors. The successful incumbent will report to the Manager: ICT Infrastructure.

RESPONSIBILITIES INCLUDE:

• Assist to in the implementation of the IT Client Service Strategy
• Define the objectives and outputs for IT Client Services in accordance with the IT Client Services strategy and business plan.
• Compile a comprehensive budget to determine and ensure that the financial requirements can be met.
• Create and maintain a climate conducive to performance to ensure that IT Client Services delivers against objectives.
• Monitor and measure the IT Client Services performance in accordance with the metrics agreed upon in agreements.
• Optimise service delivery through adherence to agreed standards
• Develop the appropriate Service Level Agreements and manage service delivery accordingly
• with policies, procedures, standards and legal requirements
• Ensure that production servers/services/suppliers have a support contract, list of services covered by SLA, support contact matrix and the correct information regarding the support
• Ensure that all SLAs are monitored, provide reports on a monthly basis that demonstrates such
• Review SLAs. Ensure that SLAs are reviewed at least once per annum.
• Ensure all requests from business are handled professionally, timeously and in line with budget to ensure customer satisfaction
• Attend system related meetings when required for input and advice purposes and provide feedback to supervisor and team
• Promote team collaboration by communicating to the team and participating in team meetings to ensure good communication
• Mentor and provide assistance to junior members of the team in terms of your expertise or other business information
• Ensure that 100% of invoices are captured on the financial system and relevant documentation on suppliers and purchases is 100% up to date and available
• Attend system related meetings when required for input and advice purposes and provide feedback to manager and team
• Manage 100% of items of the budget, ensure that items purchased are aligned to items on the budget and recorded estimate vs actual
• Liaise with external and internal stakeholders and manage the relationship and communication to ensure that requests are fulfilled, where approved, 100% of the time within a 1 week SLA excluding time to delivery
• Ensure that purchased items are approved all the time and align to the Group’s principal decisions.
• Ensure that new policies and procedures are created where needed and ensure that good corporate governance is adhered to and all procedures comply with company document standards
• Ensure that all Procedures are updated at least once per annum to ensure procedures are kept up to date.
• Mentor and coach the members of the Helpdesk and technical team to ensure better service delivery to the customers

QUALIFICATION & EXPERIENCE AND KNOWLEDGE REQUIREMENTS

• A 3 Year Qualification in Information Technology
• ITIL Certification.
• 5 Years’ experience including
• 5+ years IT Helpdesk or Call Centre management experience.
• 5 Years Management Experience.

COMPETENCIES REQUIRED FOR THE POSITION

• Budgeting
• Business Environment
• Cost Control
• Financial Services
• IT Industry
• IT Service Delivery
• Policies and Procedures
• Strategic Objectives
• Work Standards

NB! This job is now closed. You can apply for other jobs by uploading your CV.