Team Lead, IT Support at PalmPay Limited

PalmPay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda and Tanzania and expanding to other markets in this year. We’re reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are recruiting to fill the position below:

Job Title: Team Lead, IT Support

Location: Ikeja, Lagos
Employment type: Full-time
Career level: Manager/Supervisor

Job Brief

• We’re looking for an experienced Team Lead, IT Support  who will be responsible for leading a team of IT support professionals.
• The primary objective will be to ensure the smooth functioning of the company's IT systems, providing technical support and guidance to internal users.
• He/she  will play a crucial role in managing the team, coordinating their activities, and ensuring timely resolution of IT issues and requests.
• This position requires a strong technical background, excellent leadership skills, and the ability to work in a fast-paced, dynamic environment.

Roles and Responsibilities
Team Leadership:

• Supervise and mentor a team of IT support professionals, providing guidance, training, and support as needed.
• Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.
• Foster a positive and collaborative team environment, promoting effective communication and knowledge sharing

Technical Support:

• Serve as a point of escalation for complex IT issues, providing guidance and expertise to team members.
• Ensure prompt and efficient resolution of IT support requests, adhering to agreed service levels.
• Troubleshoot and resolve hardware, software, and network issues, both remotely and in-person.
• Coordinate with other IT teams and vendors to facilitate problem resolution.

Incident and Problem Management:

• Oversee the IT incident management process, ensuring that incidents are properly logged, tracked, and resolved within agreed timeframes.
• Identify and analyze recurring issues, working proactively to implement preventive measures.
• Conduct root cause analysis for major incidents, recommending and implementing corrective actions.

System Maintenance and Upgrades:

• Collaborate with the infrastructure team to plan and execute system upgrades, patches, and maintenance activities.
• Monitor system performance and proactively address potential bottlenecks or issues.
• Keep up-to-date with emerging technologies and industry best practices to enhance IT support services.

Documentation and Knowledge Management:

• Develop and maintain IT support documentation, including standard operating procedures and knowledge base articles.
• Ensure the team follows documentation standards and that knowledge is shared effectively.
• Provide training to end-users on IT tools, systems, and best practices.

Stakeholder Management:

• Liaise with internal stakeholders to understand their IT support needs and expectations.
• Collaborate with other departments to implement IT solutions and enhancements.
• Communicate effectively with senior management, providing regular updates on IT support activities, performance, and metrics.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
• Previous experience in a leadership or supervisory role is highly desirable.
• Excellent knowledge of ITIL processes and best practices for incident, problem, and change management.
• Proficiency in supporting Windows and Mac operating systems, Microsoft Office Suite, and other standard business applications.
• Familiarity with fintech systems, such as trading platforms, market data feeds, and cybersecurity practices, is a plus.
• Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.

Application Closing Date
Not Specified.