Job Purpose

To lead and manage the Service Desk and Logical Access Management (LAM) functions, ensuring efficient delivery of first-line ICT support services, timely resolution of incidents and service requests, effective user access administration, and a high level of customer satisfaction across the organization. The role serves as the primary point of contact for ICT support services and is responsible for ensuring seamless user experience and operational excellence.

Principle Responsibilities

• 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 Required

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• 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.
• 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.
• 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.

• 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.

• Experience managing incidents, service requests, and escalations.
• Experience in Logical Access Management and user administration.
• 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.

• 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.