Assistant Manager-Service Desk & Operations

Manage the performance of services to team members ensuring that service levels are achieved and that customer satisfaction is met and / or exceeded.

Job Summary: 

Manage the performance of services to team members ensuring that service levels are achieved and that customer satisfaction is met and / or exceeded. Ensure that the IT Support Officers are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet business requirements.

Duties & Responsibilities:

• Develop and maintain procedures for incident management, request fulfillment and access management across IT Support Officers and System Administrators
• Develop and communicate Service Level Agreements (SLAs) to internal team members and external stakeholders
• Track and report on individual and unit performance against SLAs
• Perform quality assurance of the customer service experience as well as incident management, request fulfillment and access management processes
• Develop and maintain procedures for problem detection, logging, categorization, prioritization, investigation and diagnosis for the creating a known error record and workarounds leading up to resolution and closure
• Manage budgets and execute on procurement related to computer hardware, software and services to satisfy requests or resolve incidents
• Design and implement training plans for initial orientation and continuous development of team members
• Develop and maintain support and troubleshooting documentation for IT Support Officers as well as end user support documentation, included but not limited to FAQs, quick reference guides and cheat sheets
• Identify potential user training gaps and recommend appropriate programs to increase computer literacy and self-sufficiency
• Develop and maintain daily, weekly, monthly, annual and ad-hoc checklists of system maintenance tasks and data Centre monitoring for optimal operations

Qualification & Experience:

• Bachelor’s Degree in Computer Science, Information Technology, and/or Engineering.
• Minimum five (5) years’ progressive working experience, preferably within a Financial Institution with 3 years’ Senior Supervisory or equivalent experience
• MCP -Microsoft Certified Professional 

Skills & Competence:

Broad understanding of IT support environments, including:

• End-user computing and desktop support

• Basic networking and connectivity issues

• Common enterprise applications and access management

• Familiarity with service desk tools and ticketing systems

Working knowledge of ITIL practices, particularly:

• Incident Management

• Request Fulfilment

• Problem Management

• Escalation and Change Awareness