Computech, one of the leading homegrown IT solutions provider in
EA region, seeks to recruit a Services
Supervisor for one
of its outsourced service contracts.
The successful candidate will be responsible for operation management and effective use of resources available within the scope of the contract.
The candidate will manage a team of service desk / support engineers providing first level office automation services to the organization’s client base and will be responsible for meeting the customer’s service requirements.
Key responsibilities:The successful candidate will be responsible for operation management and effective use of resources available within the scope of the contract.
The candidate will manage a team of service desk / support engineers providing first level office automation services to the organization’s client base and will be responsible for meeting the customer’s service requirements.
- Providing
first level office automation support: - Desktops, Laptops, Printers,
Smart phones and business applications used within the organization.
- Liaising
with supervisors, team leaders and third parties to gather information and
resolve issues;
- Monitoring
contract KPIs to improve quality, minimise errors and track performance.
- Work
closely with the client ICT department on co-ordination and implementation
of scheduled changes/ new projects.
- Work
with the client’s ICT management to develop performance measurement
framework and facilitate feedback system for team members.
- Prepare
reports for management and performance review meetings.
Qualifications and Experience:
Candidates need to show evidence of the following:
Candidates need to show evidence of the following:
- Bachelor’s
degree in a relevant field
- 5
- 8 yrs working experience in provision of ICT support services, with at
least 3 yrs in a management position.
- High
level technical HP hardware, CISCO knowledge, administrative, and advanced
end user understanding of business application environments, preferably
Microsoft, Lotus Notes, Citrix.
- Certifications
in MCSE/ MCTIP, HP ASP, CCNA or CCNP will be an added advantage.
- Knowledge
of ITIL methodologies and ITIL framework in an operational support
environment, including service desk, incident management, change control
process and problem management
- Self
motivated, communication and problem-solving skills
- Good
presentation and a polite, tactful and friendly character with a genuine
interest and strong focus towards customer service
- Good
team management, development and leadership skills with the ability to
supervise and motivate staff
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