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Full Time |
Posted 5 years ago |
Head, IT End User Support is needed at Huawei Technologies Company Nigeria Limited
JOB TITLE: Head, IT End User Support
LOCATION: Lagos
Roles and Responsibilities
- Manages the End User Support staff with regards to service delivery, performance evaluations, promotions, training, hiring and disciplinary responsibilities.
- Build and manage 24/7/365 environment including in-call and escalation practices to provide efficient and timely support.
- Ensures service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date
- Development and maintenance of support operating procedures that support the day to day procedural processes and reinforce policy adherence
- Assists in policy and procedure development based on direction from senior IT management
Education and Experience
- B.Sc. / M.Sc. in Computer Science or any Engineering related course.
- ITIL V3 Foundation Certification.
Competence / Certifications:
- At least 7+ experience in leading teams in managing end-user devices and applications.
- Competency in process development, execution and organizational change management
- Experience working with geographically distributed teams and ensuring standard practices.
- Excellent communication: proven ability to produce a variety of business documents that display a Command of language, clarity of thought and strong presentation skills.
- Strong root cause analysis, problem-solving, and analytical skills.
- Knowledge of IT applications an software development lifecycles.
- Project Management knowledge.
- Knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
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Job Features
Deadline | Not Specified. |