The role serves as the primary point of contact for ICT support services and is responsible for ensuring seamless user experience and operational excellence.

Responsibilities or duties

• Develop and maintain operational procedures, work instructions, and service standards for Service Desk and LAM operations.
• Prepare and control the annual budget (CAPEX & OPEX) of the section
• Set SMART objectives and conduct performance evaluations for team members.
• Drive service improvement initiatives to reduce calls and repetitive requests.
• Lead and oversee the delivery of first-line ICT support services, ensuring prompt and effective resolution of incidents and service requests.
• Drive achievement of service targets by monitoring ticket queues, workload distribution, and service performance.
• Act as the primary escalation point for high-priority incidents, major service interruptions, and customer concerns.
• Ensure end-to-end management of incidents and requests, from logging and diagnosis through to resolution and closure.
• Enhance customer satisfaction by promoting professional, responsive, and customer-focused support services.
• Analyse incident and request trends to identify recurring issues, improve first-contact resolution, and reduce service disruptions.
• Collaborate with ICT support teams, vendors, and stakeholders to ensure timely resolution of user issues and seamless service delivery.
• Manage user access provisioning, modification, suspension, and deprovisioning across ICT systems and applications.
• Ensure timely fulfillment of access requests and support user onboarding, transfers, and offboarding activities.
• Oversee the administration of user accounts and access-related support services to meet business requirements.
• Coordinate with business units and system owners to ensure accurate and efficient processing of access requests.
• Monitor Logical Access Management performance and drive improvements in turnaround times, service efficiency, and customer experience.

Qualifications or requirements

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• ICT Service Management ITILv3 or ITLv4 or ISO 20000 Lead Implementer certifications.
• Knowledge of IT Service Management (ITSM) and Service Desk operations.
• Understanding of Logical Access Management (LAM) processes.
• Knowledge of ICT systems, applications, and end-user support.
• Familiarity with service management and ticketing tools.
• Understanding of customer support and service delivery best practices.

Experience needed

• Minimum of 5 years experience in ICT Service Management, ICT Operations, Service Desk, and IT Support.
• At least 3 years experience in a supervisory or managerial role.
• Experience managing incidents, service requests, and escalations.
• Experience in Logical Access Management and user administration.

• Develop and maintain operational procedures, work instructions, and service standards for Service Desk and LAM operations.
• Prepare and control the annual budget (CAPEX & OPEX) of the section
• Set SMART objectives and conduct performance evaluations for team members.
• Drive service improvement initiatives to reduce calls and repetitive requests.
• Lead and oversee the delivery of first-line ICT support services, ensuring prompt and effective resolution of incidents and service requests.
• Drive achievement of service targets by monitoring ticket queues, workload distribution, and service performance.
• Act as the primary escalation point for high-priority incidents, major service interruptions, and customer concerns.
• Ensure end-to-end management of incidents and requests, from logging and diagnosis through to resolution and closure.
• Enhance customer satisfaction by promoting professional, responsive, and customer-focused support services.
• Analyse incident and request trends to identify recurring issues, improve first-contact resolution, and reduce service disruptions.
• Collaborate with ICT support teams, vendors, and stakeholders to ensure timely resolution of user issues and seamless service delivery.
• Manage user access provisioning, modification, suspension, and deprovisioning across ICT systems and applications.
• Ensure timely fulfillment of access requests and support user onboarding, transfers, and offboarding activities.
• Oversee the administration of user accounts and access-related support services to meet business requirements.
• Coordinate with business units and system owners to ensure accurate and efficient processing of access requests.
• Monitor Logical Access Management performance and drive improvements in turnaround times, service efficiency, and customer experience.

• IT Service Management (ITSM)
• Service Desk operations
• Logical Access Management (LAM) processes
• ICT systems and applications knowledge
• End-user support
• Service management and ticketing tools
• Customer support best practices
• Service delivery best practices

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• ICT Service Management ITILv3 or ITLv4 or ISO 20000 Lead Implementer certifications.
• Experience managing incidents, service requests, and escalations.
• Experience in Logical Access Management and user administration.