Responsibilities:
You will play a key role as a service desk manager to drive service, performance and quality management in the end user environment necessary to support the organisation’s digital transformation. In this role, you are expected to:
Service Desk Management:
· Oversight the team on desktop support, IT Service Desk and VIP support functions to Financial Institutions
· Maintain high performance levels for service-related processes and implement improvement activities wherever necessary
· Take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post event reviews
· Ensure that system procedures and methodologies are in place to support outstanding service delivery.
· Take accountability for service delivery performance, meeting customer expectations, and driving future demands
· Analyse third-party and internal processes, and create strategies for service delivery optimisation
Performance and Quality Management:
· Recommend methods of improvements and manage the implementation of service delivery upgrades in a timely manner
· Provide accurate and regular report to management on performance of the service delivery
· Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Stock and Inventory Management:
· Design and implement an inventory tracking system to accurately monitor stock levels. Source suppliers and fostering good relationships with them.
· Prepare reports and advising management on strategies to reduce cost and improve procedures
· Maintain an accurate inventory database that includes detailed information on available stock
· Purchase new stock and negotiating favourable contracts with suppliers
· Work closely with Service Desk and Imaging teams to organise the efficient flow of inventory. Lead the annual stock taking and asset verification exercise
Budget, Procurement and Forecasting:
· Manage and execute the procurement of ICT systems, goods and services in a timely manner
· Effectively engage and manage the project stakeholders to complete the procurement of goods and services on time
· Understand the government procurement policy, ICT management policy, quality management policy and security guidelines to ensure the procurement deliverables are designed to comply with these policies and guidelines. Monitor spending patterns and implementing measures to promote adherence to budgets.
Requirements:
- Degree/Diploma in IT or related discipline
- Good to have ITIL, PMP certifications
- Proficiency in leading both physical and virtual teams
- Experience with dealing with third party provided services.
- Exceptional customer-facing skills.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to Mastery of ITIL (Information Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organisation skills
- Can do attitude, ability to work in an environment of uncertainty and drive stakeholders towards the organisation wide objective.
- Self-driven, with good interpersonal and communication skills to be able to work independently as well as in a team.
