KRA Manager – Service Support - Southern Region Jobs in Kenya

KRA Manager – Service Support - Southern Region Jobs in Kenya

Job Summary:

  • The Manager Service Support is responsible for coordinating and managing ICT user support and asset management in the Region of responsibility.

    Key Responsibilities:

  • Define and regularly review incident and service request classification, prioritization schemes and criteria for problem registration to ensure consistent approaches for handling, informing users and conducting trend analysis.

  • Review the unit’s KPIs, procedures and processes to guarantee their relevance as well as ensure continual improvement.

  • Ensures all IT Services in the region are serving users and Taxpayers at all times

  • Support the business in ensuring key systems, networks, scanners are functioning as required in Kilindini and other areas

  • Liaise with key government agencies and resolve IT related issues/challenges and optimize on provision of IT services.

  • Set performance targets for direct reports and ensure that they are achieved.

  • Develop the annual work plan for the Service Support unit.

  • Coordinate with the KRA Regional and Station Managers to ensure that ICT services are provided promptly.

  • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

  • Prepare monthly, quarterly and annual sectional reports

  • Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service

  • Conduct performance management in the unit to ensure that the mutual needs of the staff and Authority are being met.

  • Coordinate Corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management

    Academic and Professional Qualifications

  • Bachelor’s Degree in Computer Science, Information Technology or any other IT related field

  • Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

    The following certifications will be an added advantage:

  • IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent

  • Microsoft certifications; Certified Systems Engineer(MCSE), Microsoft Certified Solution Associate(MCSA), Microsoft Certified Solution
    Developer (MCSD)

  • Business Systems Analysis i.e. CBAP Certification / Training

  • Project Management i.e. PMP or Prince 2

    Relevant Work Experience/ Technical Skills Required

  • The post holder should have at least five (5) years’ progressive experience in a busy IT environment, with at least two (2) years’ at entry-level management in a large or busy organization

  • Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects

  • Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM)

  • In-depth knowledge and experience in setup and troubleshooting of complex Local Area Networks and Wide Area Networks

  • Proficiency in IT Service Management Systems. Mastery in creation of dashboards, Configuration Management, Automated workflows and Reporting

  • Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365. Troubleshooting server side relay issues up to and including secure email gateways and smart hosts.


    The job holder must:

  • Possess strong leadership and managerial skills.

  • Have strong analytical and problem solving skills.

  • Capable of making decisions in complex situations.

  • Display excellent communication and interpersonal skills.

  • Exhibit exceptional organizational and administrative skills.

  • Possess good negotiation skills.

  • Have good business knowledge.

    How to Apply

  • For more information and job application details, see; KRA Manager – Service Support - Southern Region Jobs in Kenya

    Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

    Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

    Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!

  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to Africa Jobs.