Team Lead, End User Support at First Bank

Job Objective(s)

• Coordinate the provision of adequate first level support to users of computers, peripherals, networks and office automation systems.
• Manage the Service desk team and drive performance against agreed Service Level Agreements (SLA’s)

Duties & Responsibilities

• Oversee daily service desk operations such as  logging and capturing of user’s requests and providing first-level incident and problem-solving support:
  • Manage the escalation of issues for resolution at appropriate levels
• Establish a system to collect, categorize, and track questions and problems
• Monitor and track incidents reported to the service desk to the point of resolution:
  • Coordinates the Operations of ATM and POS
• Provide first level technical support for users across applications and systems; understand user problems / questions, identify root causes, providing solutions where appropriate, refer unresolved items to appropriate second level support team
• Liaise with the user support teams, and second line support teams to ensure an efficient, seamless and cost effective approach to support
• Identify, propose and participate in the implementation of new services based on  trends, internal demand (e.g. business plans) and external demand (e.g. regulatory requirements)
• Assist with the development and maintenance of the IT service catalogue
• Assist effort to define service levels for each of the services in the IT service catalogue (SLAs, OLAs, etc.)
• Enforce IT service desk policies and procedures are enforced and adhered to
• Manage the Incident / problem database
• Continuously monitor and report service levels to ensure responsiveness of IT to business
• Oversee daily service desk operations such as  logging and capturing of user’s requests and providing first level incident and problem solving support
• Monitor help desk reports and statistics to identify trends
• Provide daily and weekly service desk reports highlighting issues and risks
• Serve as a member of the IT Services  and Supplier Relationship Committee
• Monitor help desk reports and statistics to identify trends

Job Requirements
Education:

• Minimum of a first degree or its equivalent in a business /IT related discipline
• Masters, MBA or a recognized professional certification will be an added advantage

Experience:

• 7+ years of experience  in an IT services/ operations function
• 4+ years of management experience