Summary
Date Posted: Tuesday, November 15, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
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

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

Use the link(s) below to apply on company website.
Manager Service Support- Western & Rift Valley Regions

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