HRD Solutions is a consulting, strategy formulation and execution, financial services, human resource management, and capacity development. Our management team has over 40 years of practice experience.
Job Summary
- To leverage the leadership skills, technical expertise, interpersonal skills and customer service experience to manage and oversee a team of service support and data management professionals , ensure timely and efficient resolution of complex issues, and drive continuous improvement in service delivery to meet and exceed customer expectations.
- To provide excellent support to clients, optimize operational efficiency, and drives the business data management capabilities.
- Lead on the design, development and implementation of the ICT operational strategy and
- manage the ICT Services function, infrastructure and technical operations to provide an
- outstanding service to customers, staff and the bank at large.
Responsibilities
Information System:
- Develop company's ICT strategy, which identifies the future direction of the use of technology, including solutions and opportunities to improve the delivery and business performance, including budgeting and preparation of business cases.
- Management of the ICT infrastructure and responsible for delivering ICT solutions and project managing their implementation.
- Management of information and communication technology, networks, computer systems and VOIP telephony systems.
- Continuously review ICT Infrastructure, making capacity recommendations for the improvement of the capacity of local ICT Systems in support of ongoing business operations & future requirements.
- Ensure that work and projects are delivered within agreed budgets and time.
- Ensure that company meets legal and contractual obligations relating to ICT resources, systems, services and usage, complying with legislative requirements (e.g. data protection, safeguarding and licensing requirements).
- Ensure security of data, network access and back-up systems.
- Liaise with external bodies, contractors and service providers in the provision of an effective and efficient ICT service.
- Manage troubleshooting, system backup, disaster recovery and provide expert support when necessary.
- Accountable for the provision of all ICT infrastructure systems & support services; servers, LAN, telecommunications, remote access & Desktop support
- Identifies staffing needs and works with human resources colleagues to pursue the hiring process
- Ensure the continuous improvement of the data management capabilities of the bank.
General:
- Appraise subordinates promptly and objectively, and follows up on action points resulting from the appraisal.
- Performing administrative tasks, such as managing Enterprise service support team, approving leave, etc.
- Take responsibility for the training, coaching, and mentoring of subordinates.
- Perform other duties and responsibilities as may be required by the Executive Director, Business Support.
Key Performance Indicators
- Customer Satisfaction Score
- Level of Service desk portal efficiency
- Relevant report and dashboard availability
- Level of response to internal customers’ needs
- Level of Team efficiency and effectiveness
- Employee satisfaction index
- Average resolution time
- Level of customer satisfaction survey reports
Requirements
- Education: A good University degree or HND in Computer, Electrical Engineering, or other applicable courses, plus relevant professional IT qualification.
- Experience: Minimum of 5 years relevant experience
Knowledge:
- A strong understanding of IT service management principles and practices.
- knowledgeable in areas such as incident, problem, change management, and service level management.
- Experience managing service desk operations and supporting enterprise-level applications and systems.
- mastery of all major software applications within the Microsoft Office suite
- Knowledge of computer hardware functioning
- Knowledge of programming languages
- Knowledge of basic accounting
Skills / Competencies:
- Technical expertise
- Customer service Skills
- Strategic Thinking
- Managerial and leadership skills
- Effective Communication skills
- Presentation skills
- Team building
- Integrity.
Salary
Open to negotiations.
Method of Application
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