Job Title: IT Service Desk Manager
Job Code: IT0001
Location: Lagos, Nigeria
Department: Information Technology
Reporting Line: Head, Information Technology
Employer: MainOne Cable Company / Main One Cable Company
Responsibilities:
• Supervise the IT Service Desk team members
• Support end user applications such as Microsoft SharePoint and Dynamics AX ERP platforms
• Microsoft Office Suite 2010 including Project and Viso
• Supervise and support Outlook e-mail client
• Support end user LAN/WAN issues
• Support Symantec Antivirus software
• Build ITIL based service desk organization
• Ensure client computer configuration policy compliance
• Manage, monitor, and report service events to stakeholders and track same
• Monitor incidents and report root cause
• Monitor all change requests and understand service impact
• Communicate changes and explain service impact
• Manage Client operating systems and productivity software
• Strictly enforce client computer security policy
• Technical training and mentoring programs for team members
• Assistance with third party service provider issues
• Maintain thorough knowledge of MainOne IT operations, policies and procedures
• Ensure data backup for laptop computers
• Execute special projects as needed
• Work with Security Specialist to manage client computer security
• Maintain high professional standard and good customer relations with internal customers
• Maintain accurate and complete documentation for all service requests
• Continue to strive for the best service delivery method
• Set and monitor KPI for direct reports
• Provide monthly statistical reports on issues reported and treated
Skills & Competencies:
• Technically skilled with in depth knowledge of distributed applications and web platforms
• Understands OSI model and has knowledge of TCP/IP
• Knowledge of Microsoft Dynamics AX ERP and SharePoint platform
• Knowledge of Exchange E-mail and Outlook 2010 client
• Strong knowledge of the Windows OS desktop environment
• Hands-on experience and thorough knowledge of computer hardware
• Experience with establishing and managing the integration of industry best practices
• Strong knowledge and practice of ITIL V3
• Excellent interpersonal and communication skills
• Ability to proactively work on problems of diverse scope
• Exhibit tact, analytical and critical-thinking skills
• Appropriately handle highly confidential and sensitive information
• Assertive and able to work successfully in a demanding work environment
• High level of energy and flexibility
• Exceptional organizational, prioritizing and multi-tasking skills
• Strong initiative, resourcefulness and follow-through
• Sound fiscal responsibility
Qualification/ Experience Requirement:
• Minimum, BSc. Degree in IT, CIS or related discipline
• MCSE
• ITIL V3 Certifications
• Service Desk Certification
• 5+ years working in IT Service Desk function
How to Apply:
Interested and qualified applicants should apply online or send their Cover Letter and CV to HR@mainonecable.com.
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