IT Service Management Lead at Dancom Technologies Limited - Dangote Group

Dancom Technologies Limited is a member of Dangote Group. Dancom Technologies Limited provides IT services to the Group including data center, and server operations, network operations, infrastructure support, IT Service Desk and end user support.

We are recruiting to fill the position below:

Job Title: IT Service Management Lead

Location: Lagos
Employment Type: Full-time

Description

• Ensure the efficient and effective delivery of IT services to all stakeholders within the organization.
• This role is responsible for managing a high-performance service desk and a geographically diverse team of IT support agents, providing customer-focused technical support.
• Excellent communication skills, strong leadership, and nuanced troubleshooting capabilities are crucial for success in this role.

Responsibilities

• Oversee the operations of the Service Desk and the IT Support Agents, ensuring the provision of quality, user-centric services across the organization.
• Establish and maintain Service Level Agreements (SLAs) in line with organizational requirements.
• Ensure a customer-focused approach to problem-solving, with clear, timely communication and effective resolution of IT issues.
• Collaborate with other IT and business leaders to align IT services with business needs and objectives.
• Lead, mentor, and develop the Service Desk Manager, IT Support Lead, and IT Technical Support/Field Support Engineers, fostering a culture of excellence and continuous learning.
• Lead incident management processes, ensuring swift resolution of issues and minimal disruption to services.
• Facilitate continuous improvement of IT service delivery through the analysis of performance metrics and customer feedback.

Qualifications / Experience

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years' experience in IT service management, with at least 3 years in a leadership role.
• ITIL v4 Foundation certification or higher is required.
• Experience in managing a geographically diverse team in a complex organizational environment, preferably in the manufacturing sector.

Competencies, Skills and Knowledge Attitude:

• In-depth knowledge of IT service management principles and best practices.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to convey technical information to a non-technical audience.
• Knowledge of IT governance frameworks and compliance
• Strong problem-solving abilities, with a focus on providing user-focused solutions.

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development
• Performance Bonus.

Application Closing Date
Not Specified.