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.

    Competencies

    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


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