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Head, Technology Support (T24) at Koins Microfinance Bank

Koins Microfinance BankLagos, Nigeria Networking and Tech Support
Full Time
Koins Microfinance Bank Limited is a fully licensed technology and impact-driven microfinance bank that focuses on driving financial inclusion. Loans / Savings/ Investments.

Job Description

  • 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 includingSharePoint, 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.

Salary
Negotiable

Method of Application

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