Lead IT Service / Support Officer at Mwanga Limited

Mwanga is a tech-driven business process outsourcing services company. We have a highly skilled and agile team that effectively fits into your teams and carries out a major process to result in an upward scale in your profitability. We provide a range of services ranging from debt recovery, telemarketing, call center outsourcing, virtual assistant services, customer support services, and data analysis.

We are recruiting to fill the position below:

Job Title: Lead IT Service / Support Officer
Location: Lagos
Employment Type: Full-time

Job Description

  • Manage the IT service and support team, providing guidance and support as needed.
  • Develop and implement IT policies and procedures to ensure the efficient and effective operation of the IT service and support function.
  • Ensure that all IT incidents, service requests, and problems are handled in a timely and effective manner, in accordance with established service level agreements.
  • Work with other IT teams to ensure that all IT systems are operating effectively and efficiently.
  • Provide regular reports on the performance of the IT service and support function to the IT Manager and other stakeholders as required.
  • Maintain a high level of technical knowledge, staying up-to-date with new and emerging technologies that may impact the business.
  • Ensuring smooth running of day to day operations, making sure all tools needed by each department for work is provided
  • Manage the IT service and support budget, ensuring that resources are allocated appropriately to meet business needs.
  • Continually assess the performance of the IT service and support team, and implement measures to improve service levels and customer satisfaction.
  • Develop and maintain strong working relationships with key stakeholders across the business.
  • Ensure that all IT service and support activities comply with relevant legislation, policies, and procedures.
  • Carrying out other task as assigned by the Head of IT delivery Support and Solutions.


  • Bachelor's Degree in Computer Science or related field.
  • Minimum of 5 years of experience in IT service and support.
  • Excellent communication and interpersonal skills, with the ability to build strong working relationships with stakeholders across the business.
  • Strong analytical and problem-solving skills.
  • Experience in managing a budget.
  • Strong technical knowledge across a broad range of IT systems and technologies.
  • Industry certifications such as ITIL, CompTIA A+, or Microsoft Certified Systems Engineer (MCSE) are desirable.
  • Demonstrated experience in managing an IT service and support team.
  • Previous work experience in a BPO, call-center.
  • Experience in developing and implementing IT policies and procedures.
  • Strong knowledge of IT service management principles and frameworks, such as ITIL.

N200,000 - N300,000 monthly.


How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the job title as the subject of the mail

Application Deadline  30th April, 2023.