KRA Supervisor – ICT Service Support Jobs

KRA Supervisor – ICT Service Support Jobs

Job Summary

  • Responsible for guiding and ensuring that resolution of incidents by 2nd line Service Support team is done following the laid down procedure.

    Key Responsibilities

  • Attend to service requests and incidents assigned to the team within defined SLA.

  • Identify, monitor and resolve or escalate recurring incidents which translate to problems
    Coordinate collection of obsolete assets for retirement purpose.

  • Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.

  • Provide next escalation level of ICT Support Officers.

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

  • Monitor Incidents resolution and services recovery by direct reports

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

    Academic and Professional Qualifications

  • Bachelor’s degree in Computer Science, IT or a related field

    The following certifications will be an added advantage:

  • MCSE, A+, N+

  • ITIL Training

  • Customer Care Training

    Relevant Work Experience Required

  • The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.

    The job holder must also:

  • Have working knowledge and experience in automation tools such as
    System Center Configuration Manager and Microsoft SharePoint

  • Possess experience in installing, configuring and troubleshooting Windows and Linux operating systems

  • Demonstrate working knowledge of printer configuration, setup and troubleshooting

  • Have hands on experience in setting up and troubleshooting Local Area Networks and have
  • knowledge of different network protocols
    Be possess experience in supporting IP phones and teleconferencing systems; Webex, Teams, etc.

  • Have experience in management of active directory users and computers.


  • Possess excellent communication skills

  • Exhibit the ability to work well in a team

  • Possess sharp analytical and problem solving skills

  • Display a strong customer focus character

  • Demonstrate ability to prioritize workload

    How to Apply

    For more information and job application details, see; KRA Supervisor – ICT Service Support Jobs

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