job description - Lead IT Service / Support Officer
- Manage the IT service and support team, providing guidance and support as needed.
- Develop and implement IT policies and procedures to ensure the efficient and effective operation of the IT service and support function.
- Ensure that all IT incidents, service requests, and problems are handled in a timely and effective manner, in accordance with established service level agreements.
- Work with other IT teams to ensure that all IT systems are operating effectively and efficiently.
- Manage the IT service and support budget, ensuring that resources are allocated appropriately to meet business needs.
- Continually assess the performance of the IT service and support team, and implement measures to improve service levels and customer satisfaction.
- Develop and maintain strong working relationships with key stakeholders across the business.
- Ensure that all IT service and support activities comply with relevant legislation, policies, and procedures.
- Provide regular reports on the performance of the IT service and support function to the IT Manager and other stakeholders as required.
- Maintain a high level of technical knowledge, staying up-to-date with new and emerging technologies that may impact the business.
- Ensuring smooth running of day to day operations, making sure all tools needed by each department for work is provided
- Carrying out other task as assigned by the Head of IT delivery Support and Solutions.
Qualification
- Bachelor's Degree in Computer Science or related field.
- Minimum of 5 years of experience in IT service and support.
- Demonstrated experience in managing an IT service and support team.
- Previous work experience in a BPO, call-center.
- Experience in developing and implementing IT policies and procedures.
- Strong knowledge of IT service management principles and frameworks, such as ITIL.
- Excellent communication and interpersonal skills, with the ability to build strong working relationships with stakeholders across the business.
- Strong analytical and problem-solving skills.
- Experience in managing a budget.
- Strong technical knowledge across a broad range of IT systems and technologies.
- Industry certifications such as ITIL, CompTIA A+, or Microsoft Certified Systems Engineer (MCSE) are desirable.
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