KRA Manager Service Support- Western & Rift Valley Regions Jobs in Kenya

KRA Manager Service Support- Western & Rift Valley Regions Jobs in Kenya

Job Summary

The Manager Service Support (Western & Rift Valley Regions) is responsible for coordinating and managing ICT user support and asset management in Western Regions.

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, One Stop Border Points (OSBPs) are functioning as required

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

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

Required Certifications/Trainings

Professional Certification or Training in any one of the following areas is required:

ITIL, COBIT or equivalent

Desired Certifications

Certification or training in any of the following areas will be an added advantage:

Training in middle level management / Supervisory Skills courses.

Project Management i.e. PMP or Prince 2
Training in operating systems i.e. Windows, Linux or Unix

Business Systems Analysis i.e.

CBAP Certification / Training

Any of the following Microsoft certifications;

Certified Systems Engineer(MCSE), Microsoft Certified Solution Associate(MCSA) or Microsoft Certified Solution Developer (MCSD)

Related Work Experience and Technical Skills

The post holder should have at least 5 years’ progressive experience in a busy IT environment, with at least 2 years managing an ICT team in a large or busy organization

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

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)

Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365

Competencies

The Job holder must:

Have good understanding of the KRA’s goals and objectives.

Resilient, focused, results oriented and a team player.

Have strong analytical, diagnostic, decision making and problem solving skills.

Be able to build and maintain strong relationships with contracted parties, third party organizations, users and staff.

Ability to interact confidently with users to establish what the problem is and explain the solution

High levels of integrity


How to Apply

For more information and job application details, see; KRA Manager Service Support- Western & Rift Valley Regions Jobs in Kenya

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