Job Summary
Responsible for ensuring provision of ICT services in their respective regions through development and implementation of strategies to meet the day-to-day business requirements to sustain customer satisfaction and provide for end user support.
Minimum Qualification:Bachelor
Experience Level:Senior level
Experience Length:4 years
Job Description
Key Responsibilities:
Prepare monthly, quarterly and annual unit reports
Supervise, mentor, coach and promote talent growth of staff in order to support business through excellent customer service
Conduct performance management for direct reports to ensure that the mutual needs of the staff and Authority are being met
Formulate and implement work plans for the service support unit.
Configuration and deployment of new end user equipment to ensure they are configured according to KRA standards and policies.
Maintain up to date asset register of end user equipment in their area of operation.
Consolidate challenges identified by teams and follow up for their resolution.
Resolve within defined SLAs, complex incidents and service requests as assigned
Review the ticket compliance reports from various teams,
consolidate, prepare periodic reports and follow up on resolutions of
incidents in their areas of operation.
Manage the annual preventive maintenance exercise for their areas
and compile reports on the same and update the asset register where
necessary
Respond to audit queries assigned within the stipulated deadlines.
Review procedure manuals for their area of operation
Liaise with the Manager, ICT for provision of resources necessary
for the Service Support office to ensure efficient and effective
delivery of ICT services with view to enhance system availability and
reliability in the Authority.
Provide next escalation level for ICT Service Support Supervisors.
Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements
Academic and Professional Qualifications
Bachelor’s degree in IT or a related field
The following certifications will be an added advantage:
CompTIA A+, CompTIA N+
ITIL
MCSE/MCSA
Project Management e.g. Prince2, PMP
Relevant Work Experience/Technical Skills Required
The post holder should have at least four (4) years’ progressive
experience in a busy IT environment, with at least one (1) year in a
supervisory role or an equivalent
Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects
Conversant with process automation and experience working with
automation tools such as MS SharePoint, System Center Configuration
Manager(SCCM) or System Center Operations Manager (SCOM)
In-depth knowledge and experience in setup and troubleshooting of complex Local Area Networks and Wide Area Networks
Proficiency in IT Service Management Systems. Mastery in creation of
dashboards, Configuration Management, Automated workflows and Reporting
Hands on experience supporting enterprise Email Systems (Server and
Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.
Troubleshooting server side relay issues up to and including secure
email gateways and smart hosts.
Competencies
The job holder must:
Possess excellent listening and questioning skills, combined with
the ability to interact confidently with users to establish what the
problem is and explain the solution
Exhibit the ability to work well in a team
Possess sharp problem solving skills
Display a strong customer focus character
Demonstrate ability to prioritize workload
