Koins Microfinance Bank Limited is a fully licensed technology and impact-driven microfinance bank that focuses on driving financial inclusion. Loans / Savings/ Investments.
- We are hiring a Head of Technology Support to play a critical role in maintaining customer satisfaction, driving efficiency, and enhancing overall technology and operational support for the bank.
GENERAL RESPONSIBILITIES
- Manage the internal IT Support team and evaluate the skills and performance of team members.
- Ensure end-user experience is always exceptional.
- Support technicians, set specific end-user service standards, contribute to improving IT support by actively monitoring and responding to end users' queries.
- Establish and uphold best practices throughout the entire technical support ecosystem and identify areas for continuous improvement.
- Evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal cross-functional teams.
- Provide outstanding first-level technical and operational support as well as work with stakeholders in strategic planning and execution of the bank’s technology and business strategy.
- Lead the internal technology support team in its day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our technology stack
- Provide advice and support to all colleagues regarding standard office applications and best practices as business needs evolve.
- Ensure licensing management for all technology applications.
- Support onboarding / off-boarding employees on business systems
- Create and update manuals and documentation
QUALIFICATIONS / EXPERIENCE
- Bachelor's or Graduate degree in business, information systems, engineering, or computer science.
- At least 8 years of cognate experience
- Technology-related certifications will be an advantage
REQUIRED SKILLS & COMPETENCIES(technical and soft skills)
- Expert knowledge of Temenos T24 Core Banking Application, MS Office 365 including SharePoint, Exchange Online, Azure AD, Microsoft Endpoint Manager and Amazon Web Services (AWS).
- Hands-on experience with help-desk and remote-control software
- Solid technical background with an ability to communicate effectively with a non-technical audience.
- Customer-service orientation.
- Excellent written and verbal communications skills.
- Proven work experience as end-user services manager
- Exceptional customer service skills with a problem-solving attitude.
- Task-oriented and organized, experience managing a ticket queue and ability to prioritize effectively.
- Team management skills, team player, can collaborate in a productive fashion
- Able to troubleshoot a large variety of technical issues
Method of Application
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