Assistant Manager, IT Service Desk at NCBA Group

Job Purpose Statement

Assistant Manager, IT Service Desk role is responsible for supervising NCBA group centralized IT Service Desk.

The role ensures that the Service Desk team liaises with the department to ensure any incidents that cannot be resolved at the Service desk are appropriately escalated.

Key Accountabilities (Duties and Responsibilities) Perspective % Weighting (to add up to 100%)       Output

Governance (30%)

•  Regularly track Service Level Agreements and Operational Level Agreements for IT incidents and service requests with various IT and business units and provide metrics for periodic SLAs and OLAs reviews and renewals.
• Ensure continual service improvement by carrying out research in new technologies, industry best practices & innovations and providing recommendations to IT management regarding provision of ICT services in the changing business environment.
• Ensure Service desk processes are efficient and cost effective by reducing costs and streamlining processes without adversely impacting the client experience.
• Regularly review the IT Configuration Management Database (CMDB) to ensure the IT infrastructure data and configuration information held is up to date.
• Track and manage the implementation of the ITIL Framework for the service desk function as defined in the IT Department’s strategy.
• Provide input into IT initiatives, annual planning processes and in the formulation of the IT strategy.
• Participate in the development, implementation and management of continuous service improvement planning within IT.
• Develop and oversee tracking of the service desk budget for projects and operational spends as part of the overall IT Operation’s Budget.

Incidents and Service Requests Management (40%)

• To lead and supervise the centralized group IT service desk operations and ensure incidents, service requests, escalations and configuration management issues are handled according to defined set of policies, processes, procedures and SLA's.
• Carry out regular performance measurements to ensure that Service Level Agreements and Operational Level Agreements for IT incidents and service requests with various IT and business units are met and exceeded.
• Responsible for of all customers’ incidents or service requests logged at the IT service desk.
• Responsible for the achievement of excellent customer service and support across the service desk function.
• Supervise IT service desk to run efficiently and offer quality and cost effective IT services that are aligned with the business goals.
• Conduct performance reviews with IT suppliers in support of and delivery of service desk objectives.
• Develop and maintain the Known Error Database.
• Constantly review customer feedback and make improvements to IT processes as necessary.
• Oversee resolution of escalated issues through communications to the business, managing suppliers and coordinating response from diverse groups of IT service providers internally and externally.
• Provide appropriate input for IT Management meetings to ensure that all incidents, service requests, problems and changes are correctly assigned.
• Handle complaints management and service recovery.

IT Performance Reporting (20%)

• Reporting on the performance of IT services on incident and service requests resolution. Provide reports on trends and thematic issues arising from logged incidents and service requests to Head of IT Operations and IT customers on a daily, weekly, monthly and on ad hoc basis.
• Provide reports on trends and thematic issues arising from logged incidents and service requests to Head of IT Operations and IT customers on a daily, weekly, monthly and on ad hoc basis.
• Ensure that sufficient and timely reporting is available for performance tracking and to provide reports to IT function, IT customers and senior management of the bank on daily, weekly, monthly and on ad hoc basis.
• Provide service management and performance reports (incidents analysis and KPIs) and Review performance reports, service quality and processes for service improvements.

Service Desk Management (10%)

• Lead the IT service desk organization through training, knowledge transfer. (10%)
• Ensure uniform processes and procedures at the service desk to provide each customer with a great experience from the onset of the contact with IT service desk.
• Supervise the day to day activities of the service desk team to achieve targeted performance.
• Manage critical customer incidents, associated customer communication activities and any appropriate escalations.
• Motivate, develop and mentor the IT service desk team; giving direction and guidance for high performance.
• Leading and coaching of the IT service desk team to achieve targeted performance.
• Ensure knowledge transfer to staff in the IT service desk team.

Ideal Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field.
• ITIL Foundation a must.
• ITIL Service desk practitioner would be an added advantage.
• Minimum 4 years’ relevant experience with 2 years’ in service desk supervision/management.
• Adequate understanding of the various banking business systems and computer operations processes.
• Demonstrable experience working in a professional IT environment, supervising a service desk function.
• Experience in leading and managing high performing teams.

Competence Requirements

• Excellent communication skills in order to communicate effectively with executives, senior managers, colleagues and other stakeholders.
• Flexible approach to problem solving and ability to explain complex technical issues to non-technical staff.
• Good Customer Care skills and diplomacy to manage the internal complaints process and customer satisfaction.
• Forward planning to coordinate resources to achieve incidents and problems resolution within agreed timelines.
• Ability to interact with all levels of customers and IT organization.
• Highly analytical in problem solving with the ability to apply original and innovative thinking.
• Leadership to optimize employee productivity and sustain employee satisfaction.
• Good working knowledge and experience of Windows, Networking, Microsoft Office Suite, Mail systems
• Patience, tolerance and resilience to manage under critical and demanding situations.