Head, Technology Support at Koins Microfinance Bank

• We are hiring a Head of Technology Support to play a critical role in maintaining customer satisfaction, driving efficiency, and enhancing overall technology and operational support for the bank.

GENERAL RESPONSIBILITIES

• Manage the internal IT Support team and evaluate the skills and performance of team members.
• Ensure end-user experience is always exceptional.
• Support technicians, set specific end-user service standards, contribute to improving IT support by actively monitoring and responding to end users' queries.
• Establish and uphold best practices throughout the entire technical support ecosystem and identify areas for continuous improvement.
• Evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal cross-functional teams.
• Provide outstanding first-level technical and operational support as well as work with stakeholders in strategic planning and execution of the bank’s technology and business strategy.
• Lead the internal technology support team in its day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our technology stack
• Provide advice and support to all colleagues regarding standard office applications and best practices as business needs evolve.
• Ensure licensing management for all technology applications.
• Support onboarding / off-boarding employees on business systems
• Create and update manuals and documentation

QUALIFICATIONS / EXPERIENCE

• Bachelor's or Graduate degree in business, information systems, engineering, or computer science.
• At least 8 years of cognate experience
• Technology-related certifications will be an advantage

REQUIRED SKILLS & COMPETENCIES(technical and soft skills)

• Expert knowledge of Temenos T24 Core Banking Application, MS Office 365 including SharePoint, Exchange Online, Azure AD, Microsoft Endpoint Manager and Amazon Web Services (AWS).
• Hands-on experience with help-desk and remote-control software
• Solid technical background with an ability to communicate effectively with a non-technical audience.
• Customer-service orientation.
• Excellent written and verbal communications skills.
• Proven work experience as end-user services manager
• Exceptional customer service skills with a problem-solving attitude.
• Task-oriented and organized, experience managing a ticket queue and ability to prioritize effectively.
• Team management skills, team player, can collaborate in a productive fashion
• Able to troubleshoot a large variety of technical issues