Our Client, a multinational construction company based in Lagos.

The IT Service Desk Lead makes sure the IT end users within the organization and beyond receive the right level of support. He/She will manage the team responsible for operating the first line component of the IT Service Desk, provide leadership and develop a Customer First culture within the team as they represent the main route for all customers to access the ICT Services.

Job Responsibilities

Day to day management of the IT Service Desk team and function

Ensure that the IT Service Desk is an excellent deliverer of Customer Service 

Be responsible for the operational management of call assignments within the IT Service Desk team and to other parts of ICT Shared Service as appropriate. 

Assist with maintaining the inventory of the company computer assets and software licenses.

Discover, diagnose and triage user’s problems effectively and efficiently.

Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible. 

Provide self help and user guides for the internal Customers to help reduce unnecessary direct contact with the Service Desk and IT shared services. 

Manage the maintenance/repair of IT equipment in the organization

Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team. 

Conduct regular surveys of users to determine effectiveness of ICT services, current examples are Annual Satisfaction and Call Closed Satisfaction Forms. 

The post holder may be required to take part in an out-of-hours system support rota.

Undertake any other duties of a similar level and responsibility as may be required from time to time.

Graduate degree in Information System Management, Computer Science/Engineering or IT related discipline.

5 years plus experience of working in a Service Desk support function, ideally in a significantly sized organisation supporting 2000+ networked PCs and 100+ servers

Relevant and updated IT Certifications including but not limited ITIL, Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration.

Project Management  experience and sound programming skills is an added advantage

Ability to communicate openly and effectively with IT  management, Business Units management, with other IT managers, with staff, and with many diverse constituencies.

Ability to use initiative and diagnose some users' problems without referral 

Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking 

Good inter-personal skills: diplomatic and able to inspire user confidence

Only shortlisted candidates will be contacted by our client