Service Desk Manager at Opass Limited

Our client is a company that provides technology solutions. They are seeking to recruit a Service Desk Manager in the Business Support Department.

Experience:

• Up to 5 years’ experience managing people in an IT production support/Service Desk environment

Job Description

The Service Desk Manager shall be responsible for providing an oversight of core ITIL- based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement).

Responsibilities:

The Service Desk Manager shall be responsible for, but not limited to the following:

• Collaborate on policies and standard operating procedures with IT Managers
• Analyze performance of Service Desk activities to identify any problem areas
• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
• Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams
• Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
• Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Build operational capability
• Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
• Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units, and elemental technologies/products.

Minimum Requirements:

• A Bachelor's Degree in Computer Science, Information Technology, Information Systems Management, or a related discipline.
• Relevant professional and additional academic qualifications would be an added advantage.
• Demonstrable proficiency or experience with operating systems and Microsoft Office suite
• Proven track record to deliver results and lead a team through change and challenging circumstances
• Proven ability to build and maintain strong working relationships with business and technology partners
• Ability to understand complex information and summarize in a clear, concise fashion
• Strong understanding of Enterprise technology processes and procedures including Incident (primarily), Problem and Change Management.

Salary and Other Benefits

Gross monthly salary in the region of N400,000.00 (Four Hundred Thousand naira) plus other statutory benefits.