Job Summary
Responsible for coordinating and managing ICT user support and asset management in the Region of responsibility.
Minimum Qualification:Bachelor
Experience Level:Senior level
Experience Length:5 years
Job Description
Key Responsibilities:
Define and regularly review incident and service request
classification, prioritization schemes and criteria for problem
registration to ensure consistent approaches for handling, informing
users and conducting trend analysis.
Review the unit’s KPIs, procedures and processes to guarantee their relevance as well as ensure continual improvement.
Direct the Service Desk function to ensure Incident, Problem, and Knowledge Management functions are effectively carried out.
Manage the asset management process for ICT end user devices by
monitoring and maintaining information on all the resources needed to
deliver services.
Facilitate formulation and development of the procedure manual for the service support unit.
Set performance targets for direct reports and ensure that they are achieved.
Develop the annual work plan for the Service Support unit.
Coordinate with the KRA Regional and Station Managers to ensure that ICT services are provided promptly.
Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
Prepare monthly, quarterly and annual sectional reports
Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service
Conduct performance management in the unit to ensure that the mutual needs of the staff and Authority are being met.
Coordinate Corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management
Academic and Professional Qualifications
Bachelor’s degree in Computer Science, Information Technology or any other IT related field.
Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage
The following certifications will be an added advantage:
IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent
Microsoft certifications; Certified Systems Engineer(MCSE),
Microsoft Certified Solution Associate(MCSA), Microsoft Certified
Solution Developer (MCSD)
Business Systems Analysis i.e. CBAP Certification / Training
Project Management i.e. PMP or Prince 2
Relevant Work Experience Required
The post holder should have at least five (5) years’ progressive
experience in a busy IT environment in which two (2) should be at First
Level Management.
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)
Knowledge and experience in setup and troubleshooting of Local Area Networks and Wide Area Networks
Proficiency in IT Service Management Systems
Hands on experience supporting enterprise email systems (server and client) – Domino Lotus Notes, MS Exchange, Microsoft 365
Competencies
The job holder must:
Possess strong leadership and managerial skills
Have strong analytical and problem solving skills
Capable of making decisions in complex situations
Display excellent communication and interpersonal skills
Exhibit exceptional organizational and administrative skills
Possess good negotiation skills
Have good business knowledge
