Jobs

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.

Qualification

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.