Senior Manager; IT Service Desk
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Senior Manager; IT Service Desk


Senior Manager; IT Service Desk


Job Location: Head Office, Hq

Job Purpose:

This position is a critical role within IT Service Management (ITSM) responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the level of support they expect, and the IT organization's resources are utilized efficiently.
In addition to general management activities, this position is responsible for leading a critical IT service-management function that processes service requests from end users for all systems in use.

Main Responsibilities:

Leadership and people management focus
  • Managing and motivating a team that is responsible for handling incidents submitted from internal users through multiple channels such as ServiceDesk tool, email, phone and other platforms for IT related issues and Banking operations services.
  • Managing and motivating a team that is responsible for handling requests from users for IT Systems access. This process aims to grant authorized users the right to use IT system services, while preventing access to non-authorized users.
  • Accountable for all operational activities by assigning resources to ensure end users receive effective and timely resolution in compliance with the Service Level Agreement.
  • Manage IT ServiceDesk support team, review performance, and ensure that customer service standards are maintained.
  • Mentoring and coaching IT ServiceDesk team to a build high performance team.

Strategy Focus

  • Develop, review and implement processes and procedures for tracking, reporting and supporting customers within the bank (Internal Staff)
  • Developing strategies for Service Desk and overall IT performance improvements plan.
  • Engage with subject-matter experts (Level 2 teams) throughout the ICT department in case of any major incident or problem and communicate resolution back to users to minimize and contain impacts to business operations.
  • Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
  • Accountable for implementing continuous (ITIL) systematic methodology for providing IT solutions with the best standards.

Business focus

  • Proactively manage communications with internal customers pertaining to service outages and planned changes in a timely and professional manner.
  • Ensure all support requests from Business are well documented in the IT ticketing system through the lifecycle.
  • Manage escalations and serve as escalation point for any critical incidents, service requests or issues.
  • Prepare and submit reports to upper-level management, business forums and committees on matters pertaining to ServiceDesk performance including status and trends.
  • Analyze service desk reports to identify trends / patterns and ensure appropriate improvement measures are implemented continuously.
  • Participate in various system enhancement and product development projects as ajira a key player to ensure that the system delivered meets user expectations.

Knowledge and Skills:

  • Operational knowledge of core banking systems
  • Good understanding of Banks products and their end-to-end processes
  • Good knowledge of bank policies, procedures, and systems
  • Ability to interpret requirements and translate into service requests if requested.
  • Strong understanding of end user, technology, and trends in service support.
  • Knowledge of delivery support software packages.
  • Excellent verbal and written communication skills
  • Excellent customer service skills
  • Strong set of general people-management skills
  • Problem-solving ability to resolve complex issues.
  • Data analysis skills to make informed decisions.
  • Strong presentation skills
  • Must have the skillset, mindset, and experience to manage multiple, conflicting priorities in a high-stress environment.

Qualifications and Experience:

  • Bachelors degree in computer science, information technology, Banking or a related field.
  • ITIL certification and minimum of 3-5 years of experience, both executing and managing ITSM processes.
  • At least 5 years of experience in a managerial role or in a technical support role.
  • Experience in people management, leading and directing multiple team members in a busy task-oriented environment.
  • Good experience in Branch / Banking operations

NMB Bank Plc is committed to creating a diverse environment and is proud to be an equal opportunity employer.

Only shortlisted candidates will be contacted