Nigerian Breweries Plc—As Nigeria’s leading brewing company, we take pride in our mission to amaze Nigeria through our Iconic Brands, Dedicated Team, and Outstanding Performance.
We are currently hiring for the position below:
Job Title: IT Services Manager
Location: Lagos
Employment Type: Full Time
Job Summary
- Are you prepared to lead a high-performing IT team and deliver excellent IT services?
- We’re searching for a passionate and skilled IT Services Manager to become part of our organization!
- You’ll be key in overseeing our Service Desk, ensuring top-tier customer satisfaction, and advancing improvements across our IT operations.
Key Responsibilities
Service Desk Management:
- Supervise the functioning and delivery of the Service Desk.
- Guarantee exceptional service to both internal and external users.
- Work closely with the Service Desk team to ensure swift resolution of technical issues.
Governance, Risk, and Compliance:
- Identify and implement GRC requirements in line with ITIL v3 best practices.
- Oversee and fine-tune Service Desk tools, ensuring optimal software performance.
Help Desk Coordination:
- Tackle day-to-day Help Desk challenges and make effective decisions.
- Ensure smooth coordination with other departments for task execution and project support.
User and Email Account Administration:
- Administer user and email accounts across the operating company.
Technical Problem Resolution:
- Resolve technical concerns at first contact or escalate to second-level support as necessary.
- Collaborate with ICMs and second-level support teams to address IT issues within SLA timelines.
Collaboration with 3rd Party Providers:
- Partner with external vendors (e.g., MTN, GLO, 21st Century Technology) to maintain service consistency and resolve disruptions quickly.
Tool Management:
- Ensure delivery of reliable tools and devices, including laptops, mobile phones, and email/messaging support.
Key Accountabilities
Service Management:
- Define, monitor, and report on service performance and SLAs.
- Maintain and support offerings listed in the Service Catalogue.
- Facilitate prompt resolution of incidents and service issues, escalating when required.
ICT Infrastructure Support:
- Deliver agreed support services for ICT systems like LAN, WAN, WLAN, etc.
- Keep technical infrastructure documentation updated and accessible.
Configuration Management:
- Promote centralized configuration practices to maximize resource efficiency.
- Maintain and update IT asset inventory continuously.
System Security:
- Safeguard system security and management information integrity.
- Maintain issue and resolution logs for review and improvement.
System Maintenance:
- Conduct preventive maintenance to reduce data loss risks.
- Work with your line manager and vendors to review and improve services.
Team Performance and Management:
- Define goals for the Service Desk and related IT infrastructure.
- Measure, monitor, and report on team performance.
- Foster strong collaboration with other IT teams.
Stakeholder Management:
- Build and manage productive relationships with both internal and external stakeholders.
- Communicate service desk goals and performance regularly.
User Support/Help Desk Management:
- Provide technical support across all IT-related areas.
- Aim for first-contact resolution and give timely user feedback.
- Enhance incident handling and user experience through efficient support.
Requirements
- A Bachelor’s Degree in Computer Science, Information Technology, Computer Engineering, or a related discipline.
- Proficiency in managing ICT environments including LAN, WLAN, directory services, and data center operations.
- 3–5 years of solid experience in IT service delivery or support.
- Strong problem-solving, diagnostic, and analytical abilities.
How to Apply
Interested and eligible candidates should:
Click here to apply
To apply for this job please visit www.theheinekencompany.com.