ITSM Lead Vacancy at Dangote Group

Ensure the efficient and effective delivery of IT services to all organisational stakeholders. This role manages 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.

Requirements for ITSM Lead 

1. Oversee the operations of the Service Desk and the IT Support Agents, ensuring the provision of quality, user-centric services across the organization.
2. Establish and maintain Service Level Agreements (SLAs) in line with organizational requirements.
3. Ensure a customer-focused approach to problem-solving, with clear, timely communication and effective resolution of IT issues.
4. Collaborate with other IT and business leaders to align IT services with business needs and objectives.
5. 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.
6. Lead incident management processes, ensuring swift resolution of issues and minimal disruption to services.
7. Facilitate continuous improvement of IT service delivery through the analysis of performance metrics and customer feedback.

Qualification/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.

Location: Lagos, Nigeria

For More Information: IT SERVICE MANAGEMENT LEAD