Information Technology Services Manager at Africa Prudential Registrars Plc

About the job

• The IT Service Manager is responsible for assisting in the management of the IT service delivery function within the organization.
• This includes providing support to end-users, managing incidents, problems, knowledge, and service requests, and working closely with the IT team to ensure the delivery of high-quality IT services

Responsibilities

• Provide first-line support to end-users, troubleshooting and resolving IT issues as required.
• Understand the change management process and ensure it is enforced in the organization.
• provide release management services for the organization.
• Monitor the service desk and ensure all incidents and service requests are logged, prioritized, and resolved within agreed service levels.
• Work closely with the IT team to ensure effective communication and collaboration in the delivery of IT services.
• Assist in the development and maintenance of IT policies, processes, and procedures.
• Identify areas for improvement in IT service delivery and make recommendations for change.
• Liaise with third-party suppliers and vendors to ensure effective service delivery and value for money.
• Assist in the management of IT projects, ensuring timely delivery and effective communication with stakeholders.
• Provide regular reports on IT service performance, including key performance indicators (KPIs) and trends.
• Maintain an up-to-date knowledge base of IT service management best practices and trends.

Qualifications

• Bachelor's degree in Computer Science or a related field
• 3-4 years of experience in an IT support or service management role
• Strong technical skills, including experience with Microsoft Windows, Office 365, Active Directory, and IT service management tools
• Excellent communication and interpersonal skills
• Ability to work collaboratively with technical and non-technical stakeholders
• Good understanding of ITIL or other IT service management frameworks
• Experience with project management methodologies and tools
• Strong analytical and problem-solving skills