KRA Manager – Service Support - (Western Region) Jobs

KRA Manager – Service Support - (Western Region) Jobs

Job Summary

  • 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.

  • Direct the Service Desk function to ensure Incident, Problem, and Knowledge Management functions are effectively carried out.

  • Manage the asset management process for ICT end user devices by monitoring and maintaining information on all the resources needed to deliver services.

  • Facilitate formulation and development of the procedure manual for the service support unit.

  • 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 Required

  • The post holder should have at least five (5) years’ progressive experience in a busy IT environment in which two (2) should be at First Level Management.

  • 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)

  • Knowledge and experience in setup and troubleshooting of Local Area Networks and Wide Area Networks

  • Proficiency in IT Service Management Systems

  • Hands on experience supporting enterprise email systems (server and client) – Domino Lotus Notes, MS Exchange, Microsoft 365


    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 - (Western Region) Jobs

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