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Permanent |
Posted 5 years ago |
Job Title: IT Service Desk Manager
Location: Lagos
Department: Corporate Services & Development
Job Type: Permanent
Minimum years of Experience: 8
Responsibilities
- The IT Service Desk Manager’s role is to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
- He or she will be responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will recommend, develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
- The job holder will also manage service process design, performance analysis, develop proactive resolution plans and contribute to escalated problem resolution by giving in-person, hands-on support to end users where necessary.
Qualifications, Skills & Competencies
- B.Sc / HND in the field of Computer Science, Electrical / Electronics.
- 5+ years’ work experience in IT service desk and support role
- Certification in ITIL V3, MCSE/MCSAExtensive application support experience
- Extensive knowledge of computer hardware, including troubleshooting.
- Working knowledge of a range of diagnostic utilities. Experience with desktop and server operating systems, including Win7,8.1, Windows 2008 server etc.
- Familiarity with the advanced principles of ITIL, ITSM
- Proven track record of developing and providing SLAs and Service Desk deliverables.
- Demonstrated progressive experience in the management of a technical support team.
- Understanding of the OSI model and knowledge of TCP/IP
- Knowledge of Microsoft Dynamics AX ERP and SharePoint platform
- Good written, oral, and interpersonal communication skills.
Demands of the Job:
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
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Job Features
Deadline | Not Specified. |