Adexen was mandated by an international organisation to recruit a Service Support Manager (IT) for their operations in Nigeria. The position is based in Lagos.
Managethe team responsible for handling all ITrelated issues and requests and liaise with Group Service Desk and Incident Management teamsto ensure trouble tickets and incidents are actedupon within specified time
Manage a team of Support personnel who provide End-User-Support(EUS)to internal customers in all Group locations across the country
Provide direction to team members to ensure efficiency and effectiveness of EUS operations.
Act as themajorincidentmanager in the case of a major incident affecting servicewithin the organizationandto provideactive management of incident diagnosis and resolution
Co-ordination, analysis and reporting of incidents raised through the Service Desk and support the development of processes, procedures and tools to achieve the control required for incident management.
Provide technical information, customer assistance, and solutions to technicalproblems acrosssections
Manage the single point of contact for handling all ITrelated issues (first port of call in all hardware, software and network related faults and requests, includingchange requests).
Ensure maximum issue resolutions in minimum time
Monitor the process of escalating reported incidentsto third party vendors.
Ensure the preparation andpresentation of periodic management reports on the activities ofthe service desk and incident management.
Champion the motivation and skills enhancement of team members.
Manage relationship betweenthe Groupservice providers andthird-partysoftware and hardware vendors to ensure effective end-user support
Initiate and coordinate communication process and procedures with end-users usually at high-level
Develop innovations for training end-users on self-help tips necessary for first level resolution of end user problems.
Ensure previous incidents are averted and ensure that there is an effective database of information about previous incidents availableto the first and second level Help Desk staff to assist inresolving similarincidents
Desired Skills and Experience
Bachelor's degreein Information Technology, Computer Science, Information Systems, ora related field of study
Master's degree is a plus
Minimum of8years of experience in a similar senior posiiton within an international organisation
RelevantCertifications of the related field of studywill be an added advantage
Troubleshooting network devices hardware and software
IT Infrastructure; implementation and installation
Large team management experience is required
We thank all applicants however only those selected will be contacted.