IT Services Manager

Are you ready to lead a dynamic team and ensure top-notch IT service delivery? We are looking for an enthusiastic and experienced IT Service Manager to join our team! You will be at the forefront of managing our Service Desk, ensuring exceptional customer service, and driving continuous improvement in our IT operations.

Key Responsibilities:

1. Service Desk Management:
   • Oversee the delivery and management of the Service Desk.
   • Ensure the highest standards of customer service to both internal and external customers.
   • Coordinate and liaise with the Service Desk team to resolve technical issues efficiently.
2. Governance, Risk, and Compliance:
   • Identify and implement governance, risk, and compliance requirements, aligning with ITIL v3 standards.
   • Manage and optimize Service Desk tooling, ensuring software is up-to-date and performing optimally.
3. Technical Problem Resolution:
   • Manage the resolution of technical problems at the point of call or escalate to 2nd line support.
   • Liaise with ICMs and other 2nd Line Support to resolve IT issues within agreed SLAs.
4. Collaboration with 3rd Party Providers:
   • Work closely with 3rd party service providers (e.g., MTN, GLO, 21st Century Technology) to ensure consistent service delivery and timely restoration when services are disrupted.
5. Tool Management:
   • Ensure the delivery of high-quality and functional working tools, including workstations, mobile devices, and email/messaging support.
6. Help Desk Coordination:
   • Solve problems and make decisions daily related to Help Desk responsibilities.
   • Ensure effective representation of the Help Desk in coordinating work processes and projects with other departments.
7. User and Email Account Administration:
   • Manage Opco user and email accounts administration.

Key Accountabilities:

1. Service Management:
   • Define, manage, monitor, and report on services and service levels.
   • Support and maintain services in the Service Catalogue.
   • Coordinate the resolution of service incidents and problems, escalating as needed.
2. ICT Infrastructure Support:
   • Provide agreed Service Desk support for ICT infrastructure, including LAN, WAN, WLAN, and more.
   • Maintain up-to-date documentation for the ICT infrastructure.
3. Team Performance and Management:
   • Identify objectives for Service Desk services and supporting infrastructure.
   • Manage, monitor, and report on Service Desk performance.
   • Ensure excellent working relationships with other IT teams.
4. Stakeholder Management:
   • Manage relationships with internal and external stakeholders.
   • Agree and publish Service Desk objectives and report on performance.
5. User Support/Help Desk Management:
   • Provide user support for all IT activities.
   • Ensure first-time resolutions and adequate feedback to users.
   • Improve incident management and provide technical support.
6. Configuration Management:
   • Drive central configuration management to optimize IT resources.
   • Continuously update and maintain IT inventory.
7. System Security:
   • Ensure system security and integrity of management information.
   • Maintain a system log of issues and solutions for analysis.
8. System Maintenance:
   • Provide effective system maintenance to minimize data losses.
   • Liaise with line manager and suppliers for service reviews and improvements.

Requirements

• First Degree in Computer Science, Information Technology, Computer Engineering, or a related field
• 3-5 years of experience in IT service delivery or support roles
• Strong analytical, diagnostic, and troubleshooting skills
• Proficiency in managing ICT infrastructure, including LAN, WLAN, directory services, network services, data center services etc.

If you are passionate about IT service management and ready to take on new challenges, we want to hear from you! Join us and help drive our IT services to new heights.