IT Operations Manager at DBH Solutions

Job Description

• DBH Advisory is seeking an IT Operations Manager. Your core responsibility will be to maintain IT operational transparency to drive automation and technology adoption both within the DBH group of companies as well as our external clients.

General Responsibilities

• Work within the DBH group to ensure appropriate recommendations and strategies are employed to meet our clients’ business objectives.
• Ensure successful system & services deployments including various digital enablement technologies,
• Maintain ownership of client accounts through the establishment of an operation service desk and provision of Level 1-3 client support
• Manage internal and external teams of technicians, system engineers and other IT staff
• Provide remote and occasional onsite technical support to various DBH Advisory customers in Lagos and throughout Nigeria
• Act as a technology resource and escalation point for DBH group projects.
• Contribute to the company’s internal infrastructure environment and establish best practices and procedures for the care of our growing client base
• Engage with supervisors and senior management regularly with reports on projects status, activities and achievements.

Service Desk Management Responsibilities:

• Management of all incoming and outgoing service desk communications
• Serve as the service desk dispatcher including coordination of technician schedules
• Prioritize and dispatch support tickets to ensure timely resolution of internal and external issues.
• Maintain awareness of all client issues and ensure proper ticket resolution
• Communicate with third-party support and equipment vendors.
• Learn appropriate software and hardware used and supported by the organization.
• Understand, define and champion service desk objectives to drive quality and efficiency
• Maintain business awareness to drive growth and client relationships
• Document and maintain service desk processes
• Define metrics and key performance indicators to service desk improvement
• Provide customer-service leadership while aligning customer goals with service team objectives
• Manage remote monitoring and management systems to ensure accuracy and consistency

Additional Responsibilities & Expectations:

• Effectively manage and maintain relationships with all technical staff, subcontractors, vendor partners and client representatives for managed services accounts and projects
• Supervise projects and interface with administrative staff for billing and collections in collaboration with other business functions
• Assist the team to achieve group profitability goals and all technical proactive and reactive maintenance activities for recurring revenue accounts, time and materials based or project-based accounts and firm-wide hardware/software/procurement activities
• Evaluate the operation of the business and identify operating problem areas with recommended solutions for Executives
• Exercises discretion and independent judgment in the performance of duties

Qualifications

• Minimum qualification of 2.1 BSc in Computer Science or BEng Computer Engineering degree
• Professional certification: Microsoft Certifications; Cisco Certifications as relevant
• Other IT certifications; PMP; ITIL.

Knowledge and Skills:

• 7+ years post-NYSC system administration experience
• Deep knowledge of business productivity and collaboration solutions and services with a focus on Microsoft 365 for Business products
• Advanced troubleshooting and administration of Windows- and OSX- based applications, desktop and server operating systems, and Server Roles
• Knowledge of and experience with voice and network infrastructure
• Familiarity with database administration
• Excellent written and verbal communication skills
• Resourcefulness and problem-solving skills
• Quick learner with the ability to work effectively under pressure