Britam IT Assistant Service Desk Manager Job in Kenya

British-American Investments Company (Kenya) Limited is a leading diversified financial services Group in the country offering a wide range of Insurance and Asset Management services to individuals, small businesses, corporations and government entities. 

British-American is a global financial services company with offices in London, Mauritius, Malta and Kenya.

Vacancy: Assistant Manager Service Desk

Statement of Purpose: The IT Assistant Service Desk Manager is responsible for managing and advancing the first-level service and second level support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Description: This role manages the performance of Level 1 and Level 2 Services & Support to clients and ensures that agreed service levels are achieved. 

The role is responsible for managing a team of Service Desk analysts, Desktop support personnel, including in-house and out-sourced resources, who provide technical assistance to all Britam staff. 

Additionally the role has the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. 

The Assistant Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.

This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. 

The role is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. 

The holder of this role will also contribute to and coordinate problem management, request fulfillment processes, service and Asset configuration management and change management.

Accountabilities

• Carries supervisory responsibilities in accordance with the organization’s policies to manage the service desk staff, including motivating them, recruiting, preparing overall performance evaluations and training.
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Advance the use of a knowledge repository to share information among all levels of IT service and support.
• Prepare cost analyses, budget plans and proposals as needed.
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction.
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.
• Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users.
• Monitors the service desk report tracking system and monitor outstanding or critical issues.
• Ensures that work is performed and completed in an efficient and timely manner, and meets customer needs and corporate quality standards.
• Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues.
• Manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary.
• All other duties as assigned.

Job Requirements

Knowledge

• The IT Assistant service desk manager must have experience in troubleshooting conventional software and hardware platforms.
• The IT Assistant service desk manager must have sound communications skills and experience working alongside other IT and business management professionals.
• The IT Assistant service desk manager must have the ability to foster relationships with end users and must become the champion of end-user satisfaction.
• Knowledge of computer hardware and software

Education / Experience

• Bachelor’s degree in computer science or a related field or equivalent experience
• At least 2 years managing a Call Center or Service Desk function in an environment similar in size and complexity to our organization (required)
• ITIL V3 certification (required)

Key Skills / Specialization:

• Degree in Science/IT/Computer Science

How to Apply

CLICK HERE to apply online

Closing Date: Sunday, November 16, 2014