Department:     Corporate Support Services

Division:           Information and Communication Technology

Job Summary:

• The Manager Service Support is responsible for coordinating and managing ICT user support and asset management in the Region of responsibility.

Key Responsibilities: 

• Define and regularly review incident and service request classification, prioritization schemes and criteria for problem registration to ensure consistent approaches for handling, informing users and conducting trend analysis.


• Review the unit’s KPIs, procedures and processes to guarantee their relevance as well as ensure continual improvement.


• Ensures all IT Services in the region are serving users and Taxpayers at all times


• Support the business in ensuring key systems, networks, scanners are functioning as required in Kilindini and other areas


• Liaise with key government agencies and resolve IT related issues/challenges and optimize on provision of IT services.


• Set performance targets for direct reports and ensure that they are achieved.


• Develop the annual work plan for the Service Support unit.


• Coordinate with the KRA Regional and Station Managers to ensure that ICT services are provided promptly.


• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.


• Prepare monthly, quarterly and annual sectional reports


• Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service


• Conduct performance management in the unit to ensure that the mutual needs of the staff and Authority are being met.


• Coordinate Corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management

Academic and Professional Qualifications    

• Bachelor’s Degree in Computer Science, Information Technology or any other IT related field


• Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage 

The following certifications will be an added advantage:

• IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent


• Microsoft certifications; Certified Systems Engineer(MCSE), Microsoft Certified Solution Associate(MCSA), Microsoft Certified Solution Developer (MCSD)


• Business Systems Analysis i.e. CBAP Certification / Training


• Project Management i.e. PMP or Prince 2

Relevant Work Experience/ Technical Skills Required         

• The post holder should have at least five (5) years’ progressive experience in a busy IT environment, with at least two (2) years’ at entry-level management in a large or busy organization


• Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects


• Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM)


• In-depth knowledge and experience in setup and troubleshooting of complex Local Area Networks and Wide Area Networks


• Proficiency in IT Service Management Systems. Mastery in creation of dashboards, Configuration Management, Automated workflows and Reporting


• Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365. Troubleshooting server side relay issues up to and including secure email gateways and smart hosts.

Competencies 

The job holder must:

• Possess strong leadership and managerial skills


• Have strong analytical and problem solving skills


• Capable of making decisions in complex situations


• Display excellent communication and interpersonal skills


• Exhibit exceptional organizational and administrative skills


• Possess good negotiation skills


• Have good business knowledge