Lead IT Service / Support Officer at Mwanga

Job Description

• Manage the IT service and support team, providing guidance and support as needed.
• Develop and implement IT policies and procedures to ensure the efficient and effective operation of the IT service and support function.
• Ensure that all IT incidents, service requests, and problems are handled in a timely and effective manner, in accordance with established service level agreements.
• Work with other IT teams to ensure that all IT systems are operating effectively and efficiently.
• Manage the IT service and support budget, ensuring that resources are allocated appropriately to meet business needs.
• Continually assess the performance of the IT service and support team, and implement measures to improve service levels and customer satisfaction.
• Develop and maintain strong working relationships with key stakeholders across the business.
• Ensure that all IT service and support activities comply with relevant legislation, policies, and procedures.
• Provide regular reports on the performance of the IT service and support function to the IT Manager and other stakeholders as required.
• Maintain a high level of technical knowledge, staying up-to-date with new and emerging technologies that may impact the business.
• Ensuring smooth running of day to day operations, making sure all tools needed by each department for work is provided
• Carrying out other task as assigned by the Head of IT delivery Support and Solutions.

Qualification

• Bachelor's Degree in Computer Science or related field.
• Minimum of 5 years of experience in IT service and support.
• Demonstrated experience in managing an IT service and support team.
• Previous work experience in a BPO, call-center.
• Experience in developing and implementing IT policies and procedures.
• Strong knowledge of IT service management principles and frameworks, such as ITIL.
• Excellent communication and interpersonal skills, with the ability to build strong working relationships with stakeholders across the business.
• Strong analytical and problem-solving skills.
• Experience in managing a budget.
• Strong technical knowledge across a broad range of IT systems and technologies.
• Industry certifications such as ITIL, CompTIA A+, or Microsoft Certified Systems Engineer (MCSE) are desirable.