Senior Officer, ict technical lead

JOB PURPOSE
We are seeking a highly motivated and experienced Services Delivery Lead to oversee the delivery of exceptional ICT services and technical support to our internal users. You will be responsible for leading a team of technicians, managing budgets (CAPEX/OPEX), and ensuring the efficient operation of various key functions, including helpdesk support, user training, knowledge base management, service management (ITSM), service level management (SLA/OLA), incident management, and asset management.
AREAS OF RESPONSIBILITIES
- Lead and manage a team of ICT service desk and technical support professionals.
- Develop and implement strategies to ensure efficient and timely resolution of user issues through the helpdesk.
- Design and deliver engaging training programs for end-users on various ICT services and technologies.
- Maintain a comprehensive knowledge base with clear and up-to-date information to empower users and reduce support tickets and on-site support during weekends.
- Implement and manage IT Service Management (ITSM) frameworks and processes to optimize service delivery.
- Establish and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal stakeholders and third-party vendors.
- Oversee incident management processes, ensuring timely identification, prioritization, and resolution of IT incidents.
- Manage and maintain an accurate inventory of all IT assets, including hardware, software, and licenses.
- Manage the budget for ICT services and technical support, including CAPEX and OPEX.
- Drive cost saving initiatives within ICT by maximizing the use of existing tools, systems, and software licenses.
- Identify opportunities for optimal investment in new technologies and resources to enhance service delivery.
- Lead the development and implementation of user-centric ICT policies that promote responsible use, security, and compliance.
- Continuously monitor and evaluate service delivery performance. Identify areas for improvement and implement changes to enhance efficiency and user satisfaction.
- Collaborate effectively with other ICT teams and departments to ensure smooth service delivery.