IT Service Desk Manager at MainOne Nigeria (Telecom)

MainOne - Is a leading provider of innovative telecom services and network solutions for businesses in West Africa. Our world-class submarine cable system running down the coast of West Africa, state of the art IP NGN network, growing regional and metro terrestrial fiber optic networks, and data center facilities enable broadband services for businesses needing solutions in West Africa. Our network is interconnected and peers with leading operators and internet exchanges worldwide to provide global reach to our customers.

MainOne seeks to employ visionary, focused and effective individuals with sound track records and demonstrated relevant abilities to fill the following position below:

Job Title: IT Service Desk Manager

Location: Lagos
Department: Information Technology
Reporting Line: Head, Information Technology

Responsibilities

• Supervise the IT Service Desk team members.
• Support end user applications such as Microsoft SharePoint and Dynamics AX ERP platforms.
• Microsoft Office Suite 2010 including Project and Viso.
• Supervise and support Outlook e-mail client.
• Support end user LAN/WAN issues.
• Support Symantec Antivirus software.
• Build ITIL based service desk organization.
• Ensure client computer configuration policy compliance.
• Manage, monitor, and report service events to stakeholders and track same.
• Monitor incidents and report root cause.
• Monitor all change requests and understand service impact.
• Communicate changes and explain service impact.
• Manage Client operating systems and productivity software.
• Strictly enforce client computer security policy.
• Technical training and mentoring programs for team members.
• Assistance with third party service provider issues.
• Maintain thorough knowledge of MainOne IT operations, policies and procedures.
• Ensure data backup for laptop computers.
• Execute special projects as needed.
• Work with Security Specialist to manage client computer security.
• Maintain high professional standard and good customer relations with internal customers.
• Maintain accurate and complete documentation for all service requests.
• Continue to strive for the best service delivery method.
• Set and monitor KPI for direct reports.
• Provide monthly statistical reports on issues reported and treated.

Qualification/ Experience Requirement

• Minimum, B.Sc. Degree in IT, CIS or related discipline.
• MCSE.
• ITIL V3 Certifications.
• Service Desk Certification.
• 5+ years working in IT Service Desk function.

Skills & Competencies:

• Technically skilled with in depth knowledge of distributed applications and web platforms.
• Understands OSI model and has knowledge of TCP/IP.
• Knowledge of Microsoft Dynamics AX ERP and SharePoint platform.
• Knowledge of Exchange E-mail and Outlook 2010 client.
• Strong knowledge of the Windows OS desktop environment.
• Hands-on experience and thorough knowledge of computer hardware.
• Experience with establishing and managing the integration of industry best practices.
• Strong knowledge and practice of ITIL V3.
• Excellent interpersonal and communication skills.
• Ability to proactively work on problems of diverse scope.
• Exhibit tact, analytical and critical-thinking skills.
• Appropriately handle highly confidential and sensitive information.
• Assertive and able to work successfully in a demanding work environment.
• High level of energy and flexibility.
• Exceptional organizational, prioritizing and multi-tasking skills.
• Strong initiative, resourcefulness and follow-through.
• Sound fiscal responsibility.

Application Closing Date
4th March, 2014.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: When the page opens, click on "IT Service Desk Manager"