ICT Service Support Lead
Heitha Staffing Group
2d ago
source : Job Placements


The successful incumbent will report to the Manager : ICT Infrastructure.

POSITION INFO : Main Purpose :

Main Purpose :

The incumbent is responsible for providing direct leadership to the department in the achievement of set objectives and targets.

The main purpose of the job is to lead and motivate a team of Help Desk and technical team to deliver excellent technical / non-technical support with outstanding customer service, satisfaction and timeliness.

Minimum Requirements :

  • A 3 Year Diploma OR Degree in Information Technology.
  • ITIL Certification.
  • 5+ years experience in IT Helpdesk or IT Call Centre management.
  • 5 Years management and people leadership experience.
  • Budget management is also key.
  • Exposure in the financial services industry will be advantageous.
  • Dties will entail (but not limited) :

  • Implementation of the IT Client Service Strategy.
  • Define the objectives and outputs for IT Client Services in accordance with the IT Client Services strategy and business plan.
  • Compile a comprehensive budget to determine and ensure that the financial requirements can be met.
  • Create and maintain a climate conducive to performance to ensure that IT Client Services delivers against objectives.
  • Monitor and measure the IT Client Services performance in accordance with the metrics agreed upon in agreements.
  • Optimise service delivery through adherence to agreed standards.
  • Develop the appropriate Service Level Agreements and manage service delivery accordingly.
  • Ensure all requests from business are handled professionally, timeously and in line with budget to ensure customer satisfaction
  • Ensure that % of invoices are captured on the financial system and relevant documentation on suppliers and purchases is % up to date and available.
  • Attend system related meetings when required for input and advice purposes and provide feedback to manager and team .
  • Manage % of items of the budget, ensure that items purchased are aligned to items on the budget and recorded estimate vs actual.
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