Manager IT Services Employment Opportunity – Housing Finance Bank
Job Title: Manager IT Services
Organization: Housing Finance Bank
Duty Station: Kampala, Uganda
Reports to: Head Information Technology
About US:
Housing Finance Bank, is a Commercial Bank and the leading provider of housing finance solutions with a vision to be the preferred consumer and business bank with a focus on housing finance.
Job Summary: The Manager IT Services is accountable for delivering agreed IT Service Level Agreements (SLAs) between the IT function and the user departments and ensuring efficient and effective services support to users across the Bank’s various IT platforms. The role holder will be accountable for planning, coordinating and direct management of the Bank’s IT Services Help Desk and ensuring that Help Desk staff are equipped with the competence, knowledge and tools they require to offer an efficient 1st line support to all users.
Key Duties and Responsibilities:
- Accountable for coordinating the development and documentation of SLAs with different user departments and ensuring that appropriate processes, systems and resources are put in place to offer effective service support to the users in line with the agreed SLAs.
- Manage day-to-day incidence and problem resolution process, coordinating issue logging, analysis and closure with the users, IT staff and third party service providers.
- Develop, review and manage inter departmental and external service provider service level agreements in line with the customer service charter and the departmental work plans
- Conduct regular service review meetings with all departments; ensuring active ICT stakeholder engagement for good business relationships,
- Conduct regular internal SLA reviews with all departments, publish I.T SLA performance reports in line with agreed interdepartmental SLA targets for all IT services
- Provide 2nd line support, troubleshoot and solve technical problems on user computing devices such as Desktops, laptops, scanners, printers, MS Office products, MS Exchange and other critical IT services;
- Track and analyse trends in Service Desk requests, generate statistical reports monthly and Provide management information relating to Inter-departmental SLA performance, identify areas for service improvement, escalating events that may breach (or have breached) SLAs;
- Develop and publish IT customer survey at least twice a year, follow-up on feedback received to manage new requirements, compile issues for closure and identify training needs;
- Deliver high quality communications and engagements with customers during service interruptions to ensure that incidents resolution is prioritised in line with customer needs.
- Follow up with IT support staff (at all support levels) and external service providers (service resources) involved in resolution to ensure incidents are resolved/closed, and the customer communication is complete;
- Develop and continuously update an IT service catalogue.
- Continuously review IT solutions, workarounds, temporary fixes from vendors and ensure there is sufficient documentation of all solutions in the ITSM portal by all technicians.
- Coordinate with other departments to deliver End User Technology training, to share broad knowledge on use of hardware and software and ICT policies.
- Plan, coordinate and ensure participation of the IT Service Desk Team in refresher trainings for specific platforms/services CRM next, DMS and ATMs Custodians.
- Manage the performance of IT Service Desk Staff, through performance appraisals and ensuring the meet productivity targets.
Qualifications, Skills and Experience:
- The applicant for the Housing Finance Bank Manager IT Services job opportunity must hold a Bachelor’s Degree in ICT and Computer related studies e.g. Computer Science, Computer Engineering, IT, or other related studies e.g. Bachelor of Statistics, Data Science, Mathematics, Electrical, Data Communication and Networks
- ITIL Foundation Certificate in IT Service Management
- At least five years of IT experience in large Microsoft, Solaris, VMware and Cisco based enterprise environments
- Expert knowledge of VMware and Windows 2008/2012 server and Exchange 2013
- Strong knowledge of managing Cisco network, brocade network switches and wireless technologies, UNIX and storage systems, VOIP PBS system
- Understanding of the OSI networking model and networking topologies, VOIP technologies
- Demonstrated knowledge of key protocols such as TCP/ IP, UDP, DNS, DHCP, SMTP and SNMP
- In-depth understanding of Information Technology Infrastructure Library (ITIL)
- Good knowledge of PC and Server operating systems, corporate protection systems, programming with UNIX, SQL, knowledge of web design
- Excellent customer service and people skills
- Consistently approaches work with energy and positive, constructive attitude
- Superior organization and communication skills, both verbal and written
- Strong monitoring skills, management and leadership skills
- Positive and constructive attitude towards work
- Proven initiative, good judgement, confidence, assertive team working skills and ability to meet deadlines without close supervision
- Total commitment to quality and attention to detail
How to Apply:
All Interested candidates should hand deliver their applications with a recent CV, copies of all academic transcripts, certificates and testimonials, daytime telephone contact, postal and email address and three competent referees to:
Head, Human Resources,
Housing Finance Bank,
Investment House
4 Wampewo Avenue, Kololo
NB: Please take note that ONLY shortlisted candidates will be contacted and any form of canvassing will lead to automatic disqualification.
Deadline: 23rd February 2021
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